Responsibilities
- Create, update, and deliver training programs covering communication skills, customer service excellence, conflict resolution, and client relationship management.
- Lead classroom, virtual, and blended learning sessions using interactive and engaging techniques.
- Develop training materials including manuals, presentations, role-play exercises, and e-learning modules.
- Collaborate with managers, team leads, and HR to identify training needs and skill gaps.
- Tailor training content to meet organizational goals, client expectations, and industry standards.
- Keep current with best practices in communication, customer service, and training methods.
- Evaluate training effectiveness through participant feedback, knowledge assessments, and performance metrics.
- Suggest improvements to training programs based on evaluation results and business requirements.
- Monitor learner progress and provide coaching or refresher sessions as needed.
- Work closely with operations, quality assurance, and leadership teams to ensure training aligns with service standards.
- Support employees with ongoing coaching, mentoring, and skill reinforcement.
- Contribute to developing customer service policies, scripts, and communication guidelines.
- Assist the Recruitment Team during hiring by conducting speaking assessments for applicants.
- Help HR with company-related activities and events.
- Report any system issues regarding company infrastructure to IT immediately.
- Maintain detailed and current knowledge of CTC’s and client’s services and policies by attending meetings, ongoing training sessions, and other professional development programs.
- Ensure timely login to the Daily Time Record and check company emails before and after shifts.
- Attend monthly socializations and support company-wide activities.
- Maintain good conduct, ethics, and professional relations with colleagues and superiors.
- May be required to travel to other sites to conduct face-to-face training.
Requirements
- Must have a Bachelor's degree, preferably in Education, AB English, or Mass Communication.
- At least 1 year of call center training experience.
- Excellent oral and written English communication skills.
- Excellent facilitation, presentation, and listening skills.
- Proficient in MS Office (Word, Excel, PowerPoint, and Outlook).
- Willing to work on a shifting schedule.
Other
- May be required to travel to other sites to conduct face-to-face training.
- Must be willing to work on a shifting schedule.
