Training Specialist | Process Trainer | BPO Trainer - (Collections Account)

HCL Technologies Philippines Inc; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

HCL Technologies Philippines Inc in Taguig/Metro Manila seeks a Process Trainer (Collections Account) to deliver end-to-end training, from new hire onboarding to process-specific modules, ensuring learners reach proficiency on graduation.

You will design materials, assessment tools, and coaching programs, provide floor support, and partner with operations and quality teams to close performance gaps and drive continuous improvement.

Qualifications

• 4 Yr. degree - BS/BA or 3 to 5 years of work experience.
• Trainer Certification in previous programs.
• Languages vary depending on location and market.

Responsibilities

• Facilitate all required training programs and translate SME into knowledge gain and skills development.
• Deliver Capability Development Programs including coaching and training to new hires and existing staff.
• Deliver training for industry, domain, functional and client systems and processes for new hires and staff.
• Provide floor support and communication coaching to all employees including leadership and support.
• Develop communication assessment tools aligned with project goals and metrics.
• Proactively develop activities or modules to supplement existing programs.
• Apply adult learning theory in 1:1 or group training settings.
• Create content research, training outlines, evaluation measures, and training materials.

Skills

Training Delivery

Classroom Management

Adult Learning Principles

Coaching & Mentoring

Module Development

Analytical Thinking

Problem Solving

Self-motivation

Time Management

Presentation Skills

Education

BS/BA or 4-year degree

3–5 years work experience

Tools

MS Office Suite

Google Workspace

Job description

Role, Purpose, and Scope

The Process Trainer (Collections Account) delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous learning, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training.

Major Responsibilities

New Hire Training

• Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.

• Deliver Capability Development Programs for employees such as coaching and training to both new hires and existing staff.

• Deliver required industry, domain, functional and client systems and process training for both new hires and existing staff.

• Provide floor support and communication coaching to all employees including leadership and support.

• Develop communication assessment tools in line with project goals and metrics.

• Proactively develop activities or modules to supplement existing programs or initiatives.

• Demonstrate strong working knowledge of adult learning theory principles and able to apply in a 1:1 or in a group training setting.

Training Design and Development

• Responsible for content research, training, outline creation, development of training evaluation measures, training materials development, knowledge assessment and test design

• Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and overall training effectiveness gaps.

• Work with the operations, training, and quality teams to identify performance gaps related to communication skills.

• Analyze performance gaps and provide recommendations to meet target metrics.

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.

• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

• Participate in business meetings and general inputs in day-to-day improvements.

• Adhere to company and account policies and requirements.

• Attend required trainings provided by both company and account for further learning, growth, and development,

• Participate and attend company and account activities to engage and contribute to its values and culture.

Education Requirements:

• 4 Yr. degree -BS/BA or 3 to 5 years of work experience

Professional Certifications:

• Trainer Certification in previous programs

Additional Skills Required

• Languages- Varies depending on location and the type of market the role supports.

• MS Suite- Power Point, Excel, Outlook, Word, Teams

• Google Suite- Google sheets, doc, mail, forms, meet, chat, slides

Candidate Background: Skills, Knowledge, and Abilities:

• Training Delivery and Classroom Management Skills

• Adult Learning Styles and Strategies

• Coaching and Mentoring skills

• Module and Assessment Development

• Strong analytical thinking/skills

• Ability to assess issues, define causes, and prioritize/execute solutions – problem solving skills.

• Proven/demonstrated self-initiative, ability to work independently & in team environment, self-motivated and results oriented.

• Strong presentation, listening, organizing, and planning skills; Highly proficient in time management, planning & prioritization.

• Self-motivated, ability to work independently.