Deskripsi Pekerjaan
Are you a passionate educator with a background in the BPO industry? Enshored Inc. is seeking a dynamic Operations Trainer to join our growing team in Pasig City. This is a unique opportunity to shape the future of our customer service professionals while advancing your own career in a supportive, high-energy environment.
As an Operations Trainer, you will be the cornerstone of our onboarding and continuous development programs. You won’t just be teaching; you will be inspiring excellence and ensuring that our teams are equipped with the necessary skills and knowledge to exceed client expectations. We pride ourselves on our people-centric culture, and we demonstrate this commitment through industry-leading benefits, including comprehensive HMO coverage starting from your first day for both you and a free dependent.
The ideal candidate is someone who thrives on seeing others succeed. You should have a deep understanding of BPO workflows, a knack for simplifying complex information, and the charisma to engage a diverse workforce. At Enshored, we value innovation and encourage our trainers to bring fresh perspectives to our training methodologies. If you are ready to take the next step in your professional journey and work with a company that truly cares about your personal and professional growth, we want to hear from you today.
Tanggung Jawab
- Design and implement comprehensive training modules for new hires and tenured customer service agents.
- Conduct regular performance assessments and provide constructive coaching to bridge skill gaps.
- Collaborate closely with Operations Managers to identify specific training needs based on client metrics.
- Develop and maintain updated training manuals, knowledge base articles, and instructional materials.
- Monitor and evaluate the effectiveness of training programs through post-training assessments and KPIs.
- Facilitate engaging workshops focused on soft skills, technical proficiency, and customer service excellence.
- Maintain detailed records of trainee progress, certifications, and attendance.
Kualifikasi
- At least 2-3 years of proven experience as a Trainer or Lead within a BPO/Call Center environment.
- Exceptional verbal and written communication skills in English.
- Strong proficiency in curriculum development and modern adult learning principles.
- Demonstrated ability to use Learning Management Systems (LMS) and MS Office Suite (PowerPoint, Excel).
- Excellent public speaking and presentation skills with the ability to engage large groups.
- Analytical mindset with the ability to interpret performance data and adjust training strategies accordingly.
- Bachelor's degree in Education, Human Resources, Communications, or a related field is preferred.