Description:
We are seeking a dedicated Trainer in Training & Development to join our team, with a focus on managing training programs for our international campaign within the BPO industry. The ideal candidate will be responsible for designing, implementing, and evaluating training initiatives aimed at enhancing the performance and productivity of our international campaign agents. This role requires a deep understanding of the campaign’s objectives and processes, as well as the ability to create customized training solutions that meet the specific needs of the campaign.
- Provide clear guidance, support, and constructive performance feedback to team members.
- Conduct regular team meetings to review performance metrics, provide updates, and identify areas for improvement.
- Foster a positive, collaborative, and high-performance team environment.
- Design, develop, and regularly update training programs tailored to the specific needs and objectives of the call center.
- Collaborate with management to identify training gaps and develop effective solutions.
- Conduct engaging and interactive training sessions for both new hires and existing employees.
- Utilize a variety of training methodologies, including classroom instruction, role-playing, e-learning modules, and simulations.
- Create and maintain training materials such as presentations, manuals, videos, and job aids to support the training curriculum.
- Ensure all training content is accurate, up-to-date, and aligned with organizational goals and standards.
- Monitor and assess the effectiveness of training programs through assessments, surveys, and performance metrics.
- Analyze training data to identify trends, areas for improvement, and opportunities for innovation.
- Provide ongoing coaching and feedback to call center agents to enhance their skills, confidence, and performance.
- Conduct one-on-one coaching sessions, performance reviews, and skill assessments as necessary.
- Work closely with quality assurance teams to integrate training feedback into performance evaluations and quality improvement initiatives.
- Ensure that training standards align with quality assurance criteria and customer satisfaction goals.
- Maintain thorough documentation of all T&D processes, policies, and procedures to ensure compliance and consistency.
- Minimum Bachelor's Degree
- Additional Professional courses would be preferred
- Customer Services experience preferredStrong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and provide actionable insights.
- Detail-oriented with a strong commitment to quality and accuracy.
- Good email writing skills
- Strong Leadership and Organizational skills
- Interpersonal skills
- Multi-tasking & Team Developing Skills
- Reporting and Analytical Skills
- MS Office especially Excel and PowerPoint
- Excellent written and Verbal Communication Skills