BPO Trainer

To train, support and mentor associates on required skills per client request To assist the Training Supervisor with tasks and responsibilities related to the post To set a timeline or training calendar cycle, which promotes increased operational efficiency To carry out strict process compliance on all levels within the team To update and review training plans that adapt to business needs To participate and contribute on weekly, bi-weekly and monthly business review meetings To administer Learning and Performance Needs Analysis (LPNA) on current employees To conduct and develop effective training techniques or methods for new hires and existing associates To identify and provide essential information for the trainees' development and needs To develop and update training curriculum through coming up with the best resolutions and applying it accordingly To ensure high customer satisfaction through conducting NPS surveys at a defined frequency To plan and provide training support and development plans for associates To come up and conduct refresher training for existing associates that develop key skills that are essential for their respective accounts To facilitate or manage soft skills training such as for voice and customer experience Requirements: - With at least 2-years of experience in Training & Development or equivalent area - Must be a college graduate or completed at least 2-years in college - Background and/or experience in freight forwarding or customs brokerage is an advantage - Willing to work on public holidays/festivals if scheduled/required - Amenable to flexible work schedules and flexible working hours as determined by business need/s - Works well with time management and optimistic approach to challenging roles or tasks - Carry the initiative to sustain and satisfy client relationships as well as train and develop the team - A competent team player with great grasp on the business and associate needs - Resolution/results oriented and can proactively propose/share process improvement ideas/insights - Collaborates well with other departments/teams but should also have the demonstrated ability to work independently with minimal supervision - Eager to promote and uphold the corporate values - Willing to be assigned for both Ortigas, Pasig City and/or Cubao, Quezon City - Available to start ASAP