Contact Center Trainer
GlowTouch
On-site
Manila, Philippines
GlowTouch PH, is looking for an extraordinary Contact Center Trainer to join our motivated and ambitious team.
What Will You Do?
The overall purpose of the Contact Center Trainer is to facilitate on premise and virtual new hire and continuous education training, develop and organize content and curriculum, and educate Trainees in order to successfully graduate prepared and on schedule. Ultimately, you will make sure our customer service agents build the skills necessary to deliver excellent levels of individual performance and customer satisfaction.
We believe that our employees are the most important asset of our company and our commitment to world class training is a key to our success. Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their career to the next level with a growing company.
The position will be based in our Quezon City call center and you will:
- Prepare and provide on premise and/or virtual training for new hires.
- Ensure that knowledge checks are in place to guarantee preparedness for handling customer phone interactions
- Provide ongoing training of new and updated information, products, and processes
- Create a positive and engaging virtual learning environment
- Develop team skills in areas of customer service and communication
- Ensure that all team members receive appropriate motivation, direction, coaching and feedback to achieve the learning objectives
- Assemble and distribute course materials and teaching aids
- Track completion of training and all testing results by employee
- Provide feedback to management regarding individual attendance and progress during training and nesting
- Coordinate with training management to identify new training needs and recommend additional learning material as appropriate
- Assist with on-going training needs
- Provide production floor support during nesting
- Other duties as required
Who You Are:
To be considered, candidates are expected to have the following:
- 1-2 years of adult learning training experience, preferably in a call center environment
- Excellent communication and presentation skills
- Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice
- Ability to work in a challenging environment with frequent interruptions, changing priorities, and deadlines
- Ability to train on repetitive material while maintaining focus and enthusiasm
- Familiarity with interactive learning techniques
- Experience with Learning Management Software (LMS) preferred
- Excellent organizational skills, detail-oriented
- Proficiency in all Microsoft Office programs
- Ability to work independently and finish tasks with minimal supervision
Who We Are:
GlowTouch is a Louisville-based company that provides personalized contact center, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to global company with thousands of staff members who support an international clientele.
“Putting People First” is not just a motto; it’s who we are and what we do. We value our employees, customers, and communities. We don’t hire for jobs; we help employees map out careers with us and have an enviable retention rate. Many clients have been with us for decades because we go beyond doing what is expected. A lot of companies talk of having a family atmosphere; we put those words into action.
Location: This role will be located in our Quezon City call center.
Education: Bachelor’s Degree required or equivalent combination of education and business experience
Hours: Class schedules will vary by client and by class. Trainers must be flexible to work weekends and evenings to meet business needs.
Benefits: GlowTouch offers a comprehensive benefits package with HMO and Life insurance on Day 1
GlowTouch is a certified woman-owned business and an EOE employer who welcomes diversity.
COVID-19 considerations:
To keep our employees safe, masks are required, hand sanitizer and wipes are provided, and cubicles are spaced to maintain a social distance.