Operations Trainer - Taguig - BPO

    BPO
    BPO Taguig

    7 oras ang nakalipas

    Upper Management / Consulting
    Paglalarawan

    ASAP START DATE

    Overview:

    The Trainer is responsible for preparing customer service representatives (CSRs) to perform effectively by equipping them with essential product knowledge, company information, and customer service skills. The role includes onboarding training for new hires, cross-training, product updates, refreshers, recursive training, and the facilitation of learning through a variety of mediums including classroom instruction, e-learning, virtual training, and blended approaches.

    The Trainer ensures training content remains relevant and aligned with business needs, supports operational performance through targeted learning initiatives, and plays a key role in maintaining staff readiness, skill development, and adherence to company standards.

    Key Responsibilities:

    Administrative Duties

    • Take and distribute accurate minutes during departmental meetings.

    Planning & Preparation

    • Develop lesson plans for effective training delivery.
    • Review, evaluate, and modify training curriculum as necessary (all changes subject to client approval).
    • Prepare training materials, resources, and documentation.
    • Reserve training rooms and ensure availability of required equipment.
    • Verify the functionality of equipment, systems, tools, and network access prior to sessions.
    • Review and master all training content and planned activities.

    Training Delivery

    • Deliver clear and engaging instruction using varied methods and learning activities.
    • Ensure trainee attendance, participation, and adherence to training schedules.
    • Maintain a positive, productive learning environment.
    • Assess trainee progress, comprehension, and skill mastery.
    • Provide constructive feedback and coaching.
    • Enforce company policies and behavioral expectations during training hours.

    Training Reports & Documentation

    • Prepare and submit daily, weekly, and end-of-training reports to relevant stakeholders.
    • Complete trainee sign-off reports for operations supervisors.
    • Document and explain training attrition.
    • Recommend curriculum or method adjustments based on training observations.

    Needs Analysis & Performance Support

    • Collaborate with QA teams to identify gaps and opportunities in CSR performance.
    • Evaluate results of product and skills training to identify trends or deficiencies.
    • Recommend targeted training interventions to support operational KPIs and performance goals.
    • Create action plans to address performance deficiencies.

    Knowledge Maintenance & Continuous Improvement

    • Take calls and complete quality audits to meet weekly account quotas.
    • Participate in calibration sessions to ensure alignment with quality standards.
    • Stay updated on new processes, procedures, and client communications.
    • Receive refresher training as needed.
    • Maintain up-to-date knowledge of instructional best practices and training methodologies.

    General Account Responsibilities

    • Support various account operations to maintain a knowledgeable, competent, and motivated workforce.
    • Interact with clients regarding curriculum, training content, and necessary modifications (subject to client approval).

    Other Assigned Duties

    • Maintain training materials to ensure accuracy and relevance based on changes in products or market conditions.
    • Contribute to the design and development of training events and learning solutions.
    • Track and manage classroom performance and assist in trainee transition to team managers or stakeholders.
    • Follow standard protocols for evaluating knowledge retention, comprehension, and job-readiness.

    Required Skills & Qualifications

    Technical Skills

    • Strong project management capabilities.
    • Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).

    Non-Technical Skills

    • Completion of at least 3 years of university studies.
    • Minimum of 3 years of experience in a call center or similar fast-paced service environment.
    • Strong verbal and written communication skills.
    • Ability to facilitate, motivate, and manage diverse groups of learners.
    • Strong organizational, problem-solving, and time-management abilities.
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