Training Officer

Open Look Business Solutions Inc; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading business solutions company in Cebu City is seeking a Training Officer to design and deliver high-quality training programs focused on customer service and product knowledge. The ideal candidate will conduct onboarding for new hires, monitor trainee progress, and provide ongoing coaching to enhance performance. This role requires a strong understanding of training methodologies and effective communication skills.

Qualifications

• Strong understanding of customer service and training methodologies.
• Experience in designing training programs and materials.
• Ability to assess and evaluate trainee performance.

Responsibilities

• Design and deliver training programs focused on customer service techniques.
• Conduct onboarding training for new hires.
• Monitor and assess trainees' progress and provide feedback.

Job description

Job Title: Training Officer

Job Summary:

• Design and deliver training programs on customer interactions, customer service techniques, retention strategies, and product knowledge.
• Conduct onboarding training for new hires, ensuring they understand company policies, procedures, and best practices.
• Develop training materials, including manuals, presentations, and e-learning modules.
• Monitor and assess trainees' progress through assessments, role-playing, and call evaluations.
• Provide ongoing coaching and refresher training to improve performance and meet business objectives.
• Stay updated on industry trends and incorporate best practices into training programs.

Performance Support & Coaching:

• Listen to live and recorded calls to identify training needs and areas for improvement.
• Conduct one-on-one coaching sessions to help employees improve customer handling, retention techniques, and call resolution skills.
• Work closely with team leads and managers to address performance gaps and recommend training solutions.
• Track and analyze employee performance data to measure training effectiveness.

Operational Training Support:

• Ensure employees are well-prepared to handle inbound calls related to new consumer enrollments, cancellations, password resets, product inquiries, identity authentication, and billing issues.
• Train teams on outbound call techniques to assist with affiliate sign-ups, agreement-generated leads, and new customer walkthroughs.
• Support the achievement of key performance goals, such as retention rates and outbound call targets, through effective training strategies.