Training & Instructional Design Specialist (BPO)

Peak Outsourcing, Inc.; Makati; Sur place; PHP 300 000 - 420 000; Plein temps

Résumé du poste

Peak Outsourcing, Inc. in Makati is seeking a Training and Development Specialist to design, deliver, and oversee instructional programs for employees and clients.

You will conduct training needs analysis, develop curricula, and evaluate post-training effectiveness, while coordinating with departments to ensure alignment with business goals. A strong focus on QA processes and performance improvement is required.

Qualifications

• Minimum 1-2 years of training and development experience in the BPO industry is required.
• High school education level is required.

Responsabilités

• Delivers training courses.
• Training Needs Analysis - Using QA performance, trending data & other sources of data.
• Conducts assessment to measure retention and understanding.
• Utilizes solid analytical and decision-making skills to assess performance trends and learning needs.
• Identifying training needs by evaluating strengths and weaknesses.
• Prepares training plans and agenda.
• Maintains a database of all training materials
• Instructs employee training and onboarding
• Review employee performance and learning
• Develops or oversees the production of classroom handouts, instructional materials, aids, and manuals. Test and review created materials.
• Prepares and facilitates product knowledge tests.
• Coordinates with other departments for process implementations/improvements.
• Provides support to other departments with training-related needs.
• SBS (Side by side) with agents to evaluate performance
• BPO or call centre industry experience is required.
• Update courses
• Refresher courses
• Skill Enhancement courses
• Call or Chat Time as part of continuous application and exposure for training purposes
• Cover if there is a surge of chats or calls
• Coaching and feedbacking
• Motion Study
• Mock calls or call simulations

Connaissances

Oral communication

Written communication

Interpersonal skills

Persuasion

Active listening

Problem solving

Data analysis

Feedback delivery

Time management

Multitasking

QA calibration

Public speaking

Organizational skills

Formation

High school education

Description du poste

Peak Outsourcing, Inc. in Makati is seeking a Training and Development Specialist to design, deliver, and oversee instructional programs for employees and clients.

You will conduct training needs analysis, develop curricula, and evaluate post-training effectiveness, while coordinating with departments to ensure alignment with business goals. A strong focus on QA processes and performance improvement is required.