Mobility Account Trainer
Job Summary
You will be the architect of knowledge for our frontline associates, delivering end-to-end training programs ranging from foundational communication skills to complex product workflows. Your role ensures that every agent provides seamless, world-class support for our global mobility partner. You will supervise trainees, conduct training needs analysis, and update training materials to reflect technological changes.
Responsibilities
- Supervise trainees during the Nesting phase with real-time coaching.
- Conduct Training Needs Analysis and design refresher sessions.
- Update training materials for mobility technology and policies.
- Lead New Hire Orientation and product-specific training modules.
Required Skills
- College graduate in CEC, IT, or tech-related courses
- At least 1 year experience as a Trainer in the BPO industry
- Experience in product-specific training and/or upskilling
- Experience handling blended accounts
- Amenable to on-site work and shifting schedules
Job Details
You will be the architect of knowledge for our frontline associates. You are responsible for delivering end-to-end training programs—from foundational communication skills to complex product-specific technical workflows. You will ensure that every agent is equipped to provide seamless, world-class support for our global mobility partner.
Responsibilities:
- Supervise trainees during the "Nesting" phase, providing real-time coaching and floor support to ensure a smooth transition from the classroom to live operations.
- Conduct Training Needs Analysis (TNA) to identify performance gaps and design "Refresher" sessions to improve KPIs such as CSAT, AHT, and Quality Scores.
- Update and enhance training materials to reflect the fast-paced changes in mobility technology, apps, and client policies.
- Lead New Hire Orientation (NHO), Foundation Skills Training, and Product/Process-specific modules for the Mobility LOB (Line of Business).
Requirements:
- College Graduate of CEC, IT or any tech related courses
- At least 1 year Experience as a Trainer in BPO industry
- Experience in doing product specific training and/or upskilling
- Experience doing Training Needs Analysis is a plus
- Experience handling blended accounts
- Amenable to work on-site and shifting schedule