Bell – Naga City, Camarines Sur – Trainer – Naga Site The Role: The Trainer is accountable for facilitating the initial and continuous training of all call center agents and establishing the foundational behaviours in agents for delivering superior customer service to our customers. The Trainer will be required to monitor agent progress in learning, comprehending and understanding multiple key performance indicators and will be accountable for coaching and supporting agents to learn new concepts. What the Trainers on the team do! Lead classes of either new or existing agents through various types of call centre training Ensure agent comprehension of critical learning elements and track agent progress through the course modules with the assistance of in-course exercises and quizzes Act as a subject matter expert in aiding in all training questions, documenting any issues or inconsistencies in training content Able to keep classes focused and adhere to training timelines Monitor areas of agent confusion or non-comprehension and implement interventions to correct training issues What we are looking for: Flexibility to work autonomously in a start up environment, where constant change abounds Excellent presentation / facilitation skills, with past experience in a training / facilitation role Outstanding written and in-person English communication, interpersonal and client presentation abilities; Detail and process oriented Candidate must possess at least a High School Diploma, College/University degree or equivalent (preferred) A minimum of 1 year of call centre experience, coupled with 2 year customer services experience is preferred Ability to operate independently, with decision making skills in potentially high stress situations Proactive and action oriented with proven ability to work with minimal supervision and direction Strong leadership and coaching ability Ability to put complex theories into simple and easy to apply terms Ability to work in a 24 X 7 rotating shift environment – Night shifts will be required Willingness to travel … – Permanent – Full-time

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