Technical Trainer

About the Role We are looking for an experienced Technical Trainer to join our team in Clark, Pampanga. The successful candidate will be responsible for delivering engaging training programs, developing learning materials, coaching trainees, and ensuring new hires are equipped with the technical, behavioral, and operational skills needed to succeed. This role is ideal for a trainer with strong technical account experience, excellent communication skills, and a solid understanding of VoIP, CCaaS, and contact center operations. Key Responsibilities - Create, facilitate, and continuously revise training materials and documentation to equip employees with essential skills and knowledge. - Facilitate all aspects of multi-week transmission and blended new-hire training and nesting. - Facilitate floor training and BQM training for the assigned program. - Conduct multi-hour learning sessions covering product, behavioral, process, and tool changes. - Supervise and coach learners in nesting and BQM environments. - Coach trainees and provide timely, constructive feedback to help them achieve required performance metrics. - Provide coaching, feedback, and supervision during OJT, Nesting, TQ, and Evolution. - Monitor and oversee new-hire progression and enhancement training. - Identify learning gaps, provide appropriate feedback, and implement effective solutions. - Establish and maintain effective communication with clients and team members to understand needs, resolve issues, and meet business expectations. - Complete and maintain accurate training and performance reports. - Take ownership of self-skilling and certification during periods of classroom inactivity. - Support continuous improvement initiatives related to training processes, materials, and learner performance. Qualifications / Non-negotiables - At least 2–3 years of experience as a Trainer supporting a Technical/Tech account. - Strong understanding of cloud-based telephony (VoIP), including Inbound and outbound call handling, Call transfers, Conferencing, Voicemail, Agent state management. - Willing to work on shifting or graveyard schedules. - Amenable to working onsite in Clark, Pampanga. - Knowledge of Contact Center as a Service (CCaaS) platforms, including Queue management, Skills-based routing, Call flows, Service level concepts. - Demonstrated experience in curriculum development and training material creation. - Excellent working knowledge of Microsoft Office, particularly Excel, PowerPoint, Word, and Outlook. - Strong English verbal and written communication skills. - Strategic thinker with the ability to develop solutions and drive process improvements. - Strong coaching, facilitation, presentation, and classroom management skills.