Training & Performance Improvement Analyst

SVCPH Inc.; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Medical/Dental coverage (HMO) after 1月

Free weekly in-house massage

Life insurance program

Career development

Quarterly team outings

Annual salary increase based on perfor

Excellent office location in Cebu IT

Job summary

Select VoiceCom, a Call Center operator in Cebu City, seeks a Training Analyst to mold employee performance and development. The role partners with Operations to ensure training aligns with strategic objectives, boosting efficiency and customer interactions.

Responsibilities include conducting sessions, designing materials, monitoring KPI-based performance, and providing tailored coaching. A 4- or 5-year degree and proven training experience in customer service are preferred.

Qualifications

• Bachelor's degree or equivalent (4- or 5-year program).
• Proven experience in training and development, preferably in customer service or call center.
• Excellent verbal and written communication; strong grammar and accent neutralization.
• Strong interpersonal skills for stakeholder relationships at all levels.
• Demonstrate business acumen and ability to deliver measurable training outcomes.
• Leadership abilities and proactive problem-solving approach.
• Reliable with meeting training schedules, deadlines, and commitments.
• Able to work independently and with teams in a fast-paced environment.
• Experience with training tools/software; LMS a plus.

Responsibilities

• Conduct training sessions and workshops for employees.
• Design training materials, presentations, and activities aligned with objectives.
• Monitor agent performance and provide tailored feedback based on KPIs.
• Hold regular one-on-one feedback sessions to discuss progress and support.
• Assess training needs and develop tailored development plans.
• Ensure training programs comply with policies and regulations; maintain records for reporting.
• Monitor training delivery quality and implement improvements.
• Collaborate with Operations and stakeholders to align initiatives with goals.
• Pursue ongoing professional development in facilitation and instructional design.

Skills

Verbal & written communication

Interpersonal skills

Leadership abilities

Reliability & dependability

Independent & collaborative work

Training tools & LMS experience

Education

Bachelor's degree (4- or 5-year course)

Tools

Learning Management System (LMS)

Job description

Select VoiceCom, a Call Center operator in Cebu City, seeks a Training Analyst to mold employee performance and development. The role partners with Operations to ensure training aligns with strategic objectives, boosting efficiency and customer interactions.

Responsibilities include conducting sessions, designing materials, monitoring KPI-based performance, and providing tailored coaching. A 4- or 5-year degree and proven training experience in customer service are preferred.