Contact Center Trainer (Banking LOB)

Job Description

The Customer Service Trainer designs, delivers, and evaluates training programs for new and existing Customer Service team members. This role helps all team members to be equipped with the knowledge, skills, and tools necessary to perform their roles effectively, ethically, and in compliance with regulatory standards.

Key Duties:

• Develop and deliver onboarding programs.
• Create training modules on, negotiation skills, compliance, and customer service.
• Conduct refresher training sessions and workshops for existing staff.
• Provide one-on-one coaching and feedback to improve team member effectiveness.
• Measure training effectiveness through assessments, feedback, and performance metrics.
• Maintain training records and prepare reports for management.
• Work closely with team leaders, QA, and HR to align training with business goals.

Qualifications

Qualifications:

• At least 6-8 years of experience as Customer Service Trainer in a BPO/Shared Service industry
• Should have experience in baking operations
• Must have strong leadership and interpersonal abilities
• Should have effective communication skills and a deep understanding of operational leadership
• Proficient in coaching and mentoring team members to enhance performance through continuous feedback
• Adept at performance management, driving accountability, and process compliance
• Continuous learning and adaptability are crucial, stay abreast of industry trends
• Must be willing to work onsite either in McKinley West, Taguig or MOA, Pasay following Australian shift
• Can start ASAP