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Instructor Specialist

Cebu City Job No. r00195119 Full-time

Job Description

JOB DESCRIPTION

  • The Senior Trainer is primarily responsible for providing end-to-end training and education to Customer Service Representatives to ensure they are equipped with the necessary skills to resolve customer issues in a timely manner and meet operational metrics.
  • Coordinate with key departments prior to the start of class to ensure that all the necessary training materials and resources needed to provide the participants with a successful training experience. 
  •  Conduct well planned New Hire training to agents according to specifications dictated by the Client to ensure agents are accurately prepared to provide superior customer service. 
  •  Motivate the participants to succeed and provide them with all the necessary tools and knowledge in order to be successful in every customer interaction. 
  •  Work with the class during nesting to help them successfully meet operational targets and transition to becoming full-time production agents. 
  •  Continuously work on improving facilitation skills and training methodology based on feedback and results from previous training classes. 
  • Continuously review training material and update obsolete concepts and processes Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities. 
  •  Facilitate Communications coaching and training as needed and work closely with operations to improve the overall English communications skills of agents on the floor. 
  •  Attend Client Train the Trainer sessions, workshops, calibration sessions, and/or meetings to remain knowledgeable of all Client offerings. 
  •  Regularly take production calls and provide floor support to keep abreast with customer issues and agent’s Areas for Opportunity. 

Qualifications

JOB QUALIFICATIONS

  • Bachelor’s degree of a four- or five-year course 
  • 5 to 7 years training experience with 3 years supervisory experience
  • Preferably 1-2 years of training or teaching experience in the Contact Center industry Customer service or its equivalent for a designated customer base 
  • Strong leadership and motivational skills highly organized and detail-oriented 
  • Strong problem Solving and decision Making Skills Strong listening skills, patient & action-oriented 
  • Ability to work under pressure ensuring that timelines are achieved
  • Ability to work on a shifting schedule and during holidays as needed 

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