Deskripsi Pekerjaan
Teleperformance is seeking a dynamic Trainer for Retail Account to join our team at Fairview Terraces, Quezon City. In this role, you will design, develop, and deliver training programs that empower our retail account representatives to deliver exceptional customer service and achieve sales targets.
You will collaborate closely with operations and subject‑matter experts to identify skill gaps, create engaging learning materials, and implement both classroom and virtual training sessions. By measuring learning outcomes and gathering feedback, you will continuously improve the training curriculum and ensure consistent performance across the team.
Key elements of the role include:
- Developing and facilitating training on product knowledge, customer interaction best practices, and sales techniques.
- Assessing training needs through interviews, surveys, and performance data.
- Creating instructional content such as manuals, presentations, e‑learning modules, and job aids.
- Monitoring trainee progress and evaluating the effectiveness of training programs.
- Coaching and mentoring new hires and existing staff to uphold service standards.
- Tracking attendance, certification, and performance metrics, and reporting results to management.
- Collaborating with leadership to align training initiatives with business objectives.
We offer a supportive work environment, opportunities for professional growth, and competitive compensation.
Tanggung Jawab
- Design and deliver comprehensive training programs for retail account representatives, focusing on product knowledge, customer service, and sales techniques.
- Conduct needs assessments to identify skill gaps and tailor training content accordingly.
- Develop training materials including manuals, presentations, e‑learning modules, and job aids.
- Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics.
- Coach and mentor new hires and existing staff to ensure consistent service quality.
- Collaborate with subject matter experts and management to align training with business objectives.
- Track training attendance, completion rates, and certification status, and report on outcomes.
- Recommend and implement continuous improvements to training processes.
Kualifikasi
- Bachelor's degree in Education, Human Resources, Business Administration, or a related field.
- At least 2 years of experience in training delivery, preferably in a call center or retail environment.
- Proven ability to develop engaging training curricula and instructional materials.
- Excellent communication, presentation, and facilitation skills.
- Familiarity with learning management systems (LMS) and modern e‑learning tools.
- Strong analytical skills to assess training needs and measure outcomes.
- Ability to work in a fast‑paced, target‑driven environment.
- Willingness to work on‑site at Fairview Terraces, Quezon City.