Call Center Trainer - Retail

Position: Trainer - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Support Type: Voice Support

Work Arrangement: Fully Onsite in Cebu City

Shift Schedule & Rest Days: 24/7 coverage

Educational Requirement: College Degree

Work Experience:

• At least 1 year of experience as a Trainer
• Preferably with a retail background, but candidates with experience training for any customer service accounts are also acceptable
• Strong communication skills
• Ability to perform a training demo based on a customer service approach provided by trainers; candidates capable of creating a training demo for handling time would be an advantage

Responsibilities:

• Curriculum Development: Designing and developing training materials such as guides, manuals, presentations, and possibly instructional videos covering customer service skills, product knowledge, system usage, and company policies.
• Training Delivery: Facilitating training sessions through various methods like classroom seminars, workshops, and role-playing exercises for both new hires and existing call center agents.
• Performance Evaluation & Coaching: Measuring the effectiveness of training through assessments and performance metrics, identifying areas for improvement, and providing one-on-one coaching and feedback to agents.
• Needs Assessment & Collaboration: Partnering with managers and leadership to identify skill gaps and training requirements within the call center, then creating strategies to address those needs.