Call Center Trainer - Pampanga  - Startek International Limited

Responsibilities


  • Directly supervises new hire trainees and delivers corrective action if required.
  • May directly supervise new hire trainees from Foundations Skills all the way through Product specific training.
  • Supervises Academy Bay or production agents if necessary.
  • Co-facilitates/facilitates training for call center employees using effective training methods and techniques. Monitors, evaluates and reports on progress of Trainees to appropriate management.
  • Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position change forms).
  • Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/team leaders.
  • Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct.
  • Sets up and maintains training facilities and materials
  • Prepares and submits final training report to appropriate management.
  • Interacts with clients on specific tasks, projects, and assignments (e.g., Train-the-Trainer courses).
  • Attends Train-the-Trainer calls, classes, or workshops when required.
  • Stays current on all program changes and completes self-directed development training as assigned.
  • Makes recommendations on curriculum and content for Learning Management Systems/Learning Content Management Systems (LMS/LCMS).
  • Prepares, develops and conducts personal one-on-one training and development plans for agents.

Requirements


  • Fluent in verbal and written English
  • Skill in establishing and maintaining effective working relationships.
  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or government regulations.
  • Ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of agents, supervisors, and managers.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to demonstrate the Four Step training method and effectively use the Adult Learning techniques during curriculum delivery.
  • Ability to plan own work, exercise initiative and judgment as well as make decisions within the scope of assigned authority. Ability to work any assigned shift on any given day of the week.
  • Ability to adapt to changing priorities, meet deadlines and work well under pressure.
  • Ability to prepare and/or develop plans for projects and programs involving coordination with other departments and/or outside organizations.
  • Ability to nurture and develop a team environment.
  • Ability to develop and deliver online web-based training programs.
  • MUST HAVE BPO/CALL CENTER training work experience
  • Six months to one year work experience as a trainer or equivalent
  • Must be willing to work on shifting schedule and graveyard shift
  • Associate’s Degree (AA) from a two (2) year college or university or equivalent combination of education and experience is required.
  • MUST BE AMENABLE TO WORK IN ANGELES, PAMPANGA

Company Overview


Why Join Us?


Philippines - Central Luzon - Pampanga (Angeles City)
Philippines - National Capital Reg
Min 1 year ( 1-4 Yrs Experienced Employee)

Location Map


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Ortigas Ave, Quezon City, Philippines