Deskripsi Pekerjaan
Are you passionate about developing talent in a dynamic BPO environment? Qualfon is seeking a dedicated Trainer (BPO) to join our team in Metro Manila. In this pivotal role, you will shape the success of our new hires by delivering engaging, results-driven training programs that equip them for excellence in customer service and call centre operations.
As a Trainer, you will be the bridge between raw potential and top-tier performance. You will facilitate comprehensive training sessions, from onboarding to nesting, ensuring every associate masters product knowledge, communication skills, and company processes. Your ability to inspire, assess, and adapt will directly impact team performance and client satisfaction.
At Qualfon, we value growth, innovation, and a supportive culture. If you thrive in a fast-paced setting and have a knack for turning learning into measurable outcomes, this is your opportunity to make a difference.
Tanggung Jawab
- Design and deliver interactive training programs for new hires, covering product details, systems, soft skills, and compliance.
- Facilitate classroom and virtual sessions, ensuring participants are engaged and retain key concepts.
- Conduct assessments, role-plays, and quizzes to evaluate trainee progress and adjust training methods accordingly.
- Support the nesting phase by providing on-the-floor coaching and real-time feedback to reinforce learning.
- Collaborate with operations and quality teams to identify skill gaps and recommend targeted training interventions.
- Maintain accurate training records, attendance, and performance reports for management review.
- Continuously update training materials and manuals to reflect process changes and best practices.
- Mentor and motivate trainees, fostering a positive learning environment that encourages questions and growth.
Kualifikasi
- Bachelor's degree in Education, Communications, Business, or a related field (or equivalent experience).
- At least 2 years of experience as a trainer in a BPO or call centre environment.
- Proven ability to deliver engaging presentations and facilitate group discussions.
- Strong understanding of customer service principles and call centre metrics.
- Excellent verbal and written communication skills in English.
- Proficiency in Microsoft Office (PowerPoint, Word, Excel) and learning management systems.
- Certification in training (e.g., TTT, Train the Trainer) is an advantage.
- Adaptable, patient, and capable of managing multiple training cycles simultaneously.