Training Specialist

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly inhouse massage
• Cash incentives of (Php5000) for successfully referring your friends and relatives to join EB/SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and familylike working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.

Job Brief

The Training Specialist offers unparalleled expertise in critical customer service domains such as sales technical support customer engagement and account management. This role is primarily responsible for providing endtoend training that requires deep knowledge in areas such as customer profiling negotiation sales closure and proficiency in tools software and hardware applications. Moreover they excel in adult learning principles conflict resolution techniques facilitation skills and content design strategies. By leveraging these competencies they design and deliver targeted training programs that directly address business challenges driving strategic objectives and equipping employees with specialized skills for enhanced efficiency innovation and competitive advantage. Their ability to create engaging and effective training materials facilitate interactive learning experiences and resolve conflicts within training sessions further amplifies their impact fostering continuous improvement across key business areas.

Key Responsibilities

Facilitation:

• Show proficiency in adult learning principles to address varied training requirements foster participant involvement promote selfdirected learning and adjust to diverse learning preferences.
• Conduct specialized training sessions in specialized areas like sales technical support or leadership development drawing on deep expertise.

• Employ advanced facilitation methods to actively engage participants and optimize learning results.

Instructional Design:

• Demonstrate proficiency in conducting Training Needs Analysis to guide strategic decisionmaking effectively.
• Design customized training programs tailored to specific business needs and objectives.
• Integrate advanced instructional design principles to develop compelling and impactful learning journeys.

Performance Improvement:

• Consistently track agent performance aligning with campaign needs and key performance indicators (KPIs).
• Analyze performance metrics to pinpoint improvement opportunities in specific domains.
• Create precise interventions aimed at enhancing performance outcomes.

Performance Coaching:

• Conduct regular oneonone feedback sessions with agents to discuss their performance strengths and areas needing improvement.
• Provide encouragement motivation and support to agents to help them overcome challenges and stay focused on achieving their performance goals.
• Provide leadership coaching to managers and team leaders to help them effectively support and develop their teams.

Capability Development:

• Develop advanced training materials and resources to build expertise in specialized areas.
• Provide personalized coaching and support to employees to enhance their capabilities.
• Demonstrate commitment to continuous improvement and ongoing learning to stay abreast of industry trends and best practices in business acumen training. Propose targeted training initiatives to tackle identified workplace challenges and foster a culture of continuous improvement.

Compliance and Reporting:

• Ensure specialized training programs comply with industry regulations and standards.
• Generate detailed reports on training outcomes and impact on business performance.

Quality Assurance:

• Implement rigorous quality assurance measures to ensure the accuracy and effectiveness of training content and delivery.
• Continuously evaluate and refine training programs to maintain high standards of quality.

Collaboration and Communication:

• Collaborate with crossfunctional teams to integrate specialized training initiatives into broader organizational strategies.
• Communicate effectively with stakeholders to ensure alignment of training objectives with business goals.

Professional Development:

• Stay at the forefront of industry trends and advancements in specialized areas of expertise.
• Pursue ongoing professional development opportunities to enhance skills and knowledge in specialized domains.

Qualifications

• Bachelors degree of a 4 or 5year course.
• Preferably at least 3 years of training or teaching experience in the Contact Center industry Customer service or its equivalent for a designated customer base.
• Extensive experience and expertise in customer service leadership training and quality assurance.
• Exhibit robust business acumen by delivering tangible measurable results through training initiatives that connect training objectives to Business Outcomes.
• Highly skilled in learning management systems and proficient in Microsoft software applications or Google Workspace tools.
• Proven track record in designing and delivering specialized training programs that drive business results.
• Demonstrate capability to collaborate seamlessly with crossfunctional teams and forge robust relationships with stakeholders across all organizational hierarchies.
• Exhibit leadership abilities and a proactive approach to problemsolving.
• Ensure reliability and dependability through consistently adhering to training session schedules deadlines and stakeholder commitments.
• Ability to work independently and collaboratively in a fastpaced dynamic environment.

How to Apply:

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg. Cebu IT Park Apas Cebu City from Monday to Friday anytime between 9AM9PM.

What to prepare:

• Updated ecopy (not printed) of your resume (.doc .docx .pdf)
• Pen
• ID

or

Quick apply online! If shortlisted our recruitment team will reach out to you within 17 working days. Due to the volume of applications we receive every day only shortlisted candidates will receive a phone call for an interview anytime between 10AM7PM (MondayFriday).

Remote Work :

No