Trainers (Makati and Pasig) in Pasig at Startek

Job Description

Using effective training method and techniques, is responsible for delivering training programs for new and current Customer Care Representative on new products/services, selling skills, system changes and/or new business initiatives.  Identifies gaps in training curriculum, obtains approval for resolution, and takes action to correct. Prepares and submits daily training report to Training and Quality Manager and other appropriate managers/team leaders. Prepares and submits final training report to appropriate management. Interacts with clients on specific tasks, projects, and assignments (e.g., Train-the-Trainer courses). Makes recommendations on curriculum and content for Learning Management Systems/Learning Content Management Systems (LMS/LCMS). Prepares, develops and conducts personal one-on-one training and development plans for agents.

Directly supervises new hire trainees and delivers corrective action if required. May directly supervise new hire trainees from Foundations Skills all the way through Product specific training. Supervises Academy Bay or production agents if necessary. Maintains New Hire paperwork (e.g., attendance, coaching and corrective action, and status position change forms).

Essential Duties & Responsibilities:

• 80% - Delivers training programs to new and current CCRs: 
  
  
  
  
  • Delivers new hire training and initiative based training in a classroom setting using a variety of teaching methods and media resources.  
  
  
  • Provides developmental coaching and feedback to new employees to enhance skill development and to meet graduation requirements.
  
  
  • Maintains records of attendance, coaching and development documentation, as well as corrective actions.
  
  
  
  


• 10%-  Builds and maintains business relationships
  
  
  
  • Develops new and tenured agents in understanding all areas of performance including, long term customer satisfaction, and productivity components that drive revenue and customer loyalty.
  
  
  • Builds and maintains business relationships, as well as open lines of communication with our partners in Operations, QA, and other support areas.
  
  
  • Partners with the Instructional Design by providing recommendations for instructional material and curriculum content changes, as well as new training interventions.
  
  
  
  


• 5%- Participates in learning activities and professional development to improve individual skills.


• 5%- Performs other related duties and responsibilities as assigned and/or required.