Call Center Trainer

Amenable to take in a dual-hat role as the point of contact for Training and Quality.

On Training

Acts as a point person for Client Specific Training and Center of ExcellenceRecognize, exemplify and adhere to values which centre on our commitment to People, Clients and PerformanceEnsure that all IT governance policies and SOPs are adhered toLead all training and resource development for the Service Desk to include new hire training and ongoing refresher training.Develop training materials and service desk standard operating procedures.Develop training materials based on commonly escalated issues.-Maintain familiarity with standard operating procedures and have a thorough understanding of operations and the quality assurance process.Foster open communication and develop strong working relationships with all personnel.Interdepartmental coordination and communicationRecommend, implement, and administer methods and procedures to enhance Knowledge Management operationsDevelop and implement training to ensure the efficient dissemination of information across a broad spectrum of functions and users using various training methodologies.Identify process improvement opportunities within the Service Desk operation and develop training materials for the staff.

On Quality

Executes Quality evaluations to the Helpdesk analysts and ensure that strengths and opportunities are communicated to the Helpdesk Operations. Monitor progress of trainees and coach for improvement. Provide clear and concise assessments of trainee’s progress and overall performance during training.Provide constructive coaching and feedback to techs.Actively monitor calls by listening to the tech calls (live) and share required feedback.Gather data on user experience and implements plans of action to improve user experiences

Requirements and Qualifications

Minimum of 2 years of work experience as a trainer, or quality specialist, or combined in a call center set-upExcellent written and verbal communication skillsExcellent presentation skillsExcellent technical skills (Service Desk, Infrastructure Management, Application support, Security services, Mobility services)Delivers results with minimal or no supervisionAmenable to work on a 24/7 shiftAmenable to work in a permanent hybrid set-up and report to office in Ortigas on an as-needed basis