Training Specialist

Training Specialist / Training Facilitator

📍 Location: Manila
⏳ Experience: 3+ years

Training Specialist / Training Facilitator

We are looking for a positive and professional Training Specialist / Training Facilitator to join our training team. The role will focus on delivering effective technical, process, brand, and soft skills training through classroom and group sessions.

Key Responsibilities

• Prepare training sessions, including systems, facilities, course materials, and participant communications.
• Deliver technical and soft skills training using adult learning principles.
• Facilitate classroom training for 2–20 participants and group training for 2–5 participants.
• Coach and support trainees during classroom training and their transition to production.
• Monitor learner performance and provide constructive feedback.
• Identify individual learning challenges and develop customized action plans.
• Evaluate training effectiveness and share feedback and recommendations with Operations, Recruitment, and Training Design teams.
• Coach learners to achieve required performance and transition benchmarks.
• Follow established training processes, methodologies, and operational requirements.
• Complete all mandatory privacy, security, and fraud-related training.

Requirements

• BPO / Contact Center / Customer Service experience is preferred.

• 1–2 years of operational and customer service experience within a Contact Centre is an advantage.

• Credit Card / Banking / Financial Services experience is mandate

• Strong verbal and written communication skills.

• Experience in coaching, feedback, performance management, and goal setting.

• Ability to identify performance trends and implement customized action plans.

• Strong organizational and time-management skills.

• Customer-focused and solution-oriented approach.

• Ability to take initiative, resolve training-related challenges, and follow through to resolution.

• Flexible and comfortable working with changing priorities.

• Comfortable working within a matrix leadership structure.