Training Analyst

Select VoiceCom; Philippines; On-site; PHP 357,000 - 580,000; Full time

Benefits offered by this job

Medical/Dental coverage (HMO)

Life insurance program

Free weekly in-house massage

Career development

Annual salary increase based on perfom

Job summary

Select VoiceCom is seeking a Training Analyst in the Philippines to shape employee performance and development, ensuring training aligns with strategic goals and boosts customer interactions. The role partners with Operations to design and deliver programs and monitor KPIs to optimize outcomes.

You will design materials, conduct sessions, provide tailored feedback, and develop plans to enhance capabilities.

Qualifications

• Experience in training and development, preferably in customer service or call center.
• Excellent verbal and written communication with clear grammar and accent neutrality.
• Strong interpersonal skills and ability to build relationships at all levels of the organization.
• Demonstrate leadership and proactive problem-solving to drive training outcomes.

Responsibilities

• Facilitate training sessions and workshops for employees.
• Lead discussions and activities to enhance learning and skill development.
• Design training materials, presentations, and activities aligned with learning objectives.
• Monitor agent performance on the floor and provide tailored feedback based on KPIs.
• Conduct regular one-on-one feedback sessions to discuss performance and development.
• Develop tailored training plans to address identified skill gaps.
• Ensure training programs comply with policies and regulations and maintain accurate records.
• Monitor training quality and implement improvements for effectiveness.
• Collaborate with Operations and stakeholders to align training with organizational goals.
• Engage in continuous professional development to improve facilitation and instructional design skills.

Skills

Facilitation

Instructional design

Performance coaching

Training needs analysis

LMS experience

Education

Bachelor's degree in a 4- or 5-year course

Tools

Learning Management Systems

Job description

Job Description:

Job Brief

The Training Analyst plays a pivotal role in molding employee performance and development throughout the organization. Working hand in hand with Operations, this position guarantees that training initiatives align with the company's strategic objectives, directly impacting its bottom line by boosting employee efficiency, optimizing processes, and enriching customer interactions. Moreover, by nurturing a collaborative atmosphere and offering corrective training as needed, the Training Analyst cultivates strong morale and drive among employees, amplifying their collective impact on the company's prosperity.

Key Responsibilities

Facilitation

• Conduct training sessions and workshops for employees.
• Facilitate discussions and activities to enhance learning and skill development.

Instructional Design

• Demonstrates effective strategy in conducting Training Needs Analysis.
• Design training materials, presentations, and activities.
• Ensure content is engaging, informative, and aligned with learning objectives.

Performance Improvement

• Continuously monitor the performance of agents on the floor based on campaign requirements and key performance indicators (KPIs).
• Provide tailored feedback to address identified performance gaps and optimize outcomes.

Performance Coaching

• Conduct regular one-on-one feedback sessions with agents to discuss their performance, strengths, and areas needing improvement.
• Provide encouragement, motivation, and support to agents to help them overcome challenges and stay focused on achieving their performance goals.

Capability Development

• Assess individual training needs and skill gaps.
• Develop tailored training plans to enhance employee capabilities.

Compliance and Reporting

• Ensure training programs comply with relevant policies and regulations.
• Maintain accurate records of training activities and outcomes for reporting purposes.

Quality Assurance

• Monitor the quality of training delivery and content.
• Implement improvements to enhance the effectiveness of training programs.

Collaboration and Communication

• Collaborate with Operations and other stakeholders to align training initiatives with organizational goals.
• Communicate effectively with employees to ensure understanding of training objectives and expectations.

Professional Development

• Continuously improve facilitation and instructional design skills through professional development activities.

Qualifications

• Bachelors degree of a 4- or 5-year course
• Proven experience in training and development, preferably in a customer service or call center environment.
• Excellent communication skills, both verbal and written, with proficiency in grammar and accent neutralization.
• Strong interpersonal skills with the ability to build effective relationships at all levels of the organization.
• Demonstrate strong business acumen by delivering measurable results through training deliverables.
• Exhibit leadership abilities and a proactive approach to problem-solving.
• Show reliability and dependability by consistently meeting training session schedules, deadlines, and stakeholder commitments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Experience with learning management systems and other training tools/software is a plus.

About SVC

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

Checkout our Facebook page

www.facebook.com/selectvoicecomph

Enjoy the following benefits

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park
• Terms and conditions apply.

What to prepare

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID