Position: Product Trainer
Number of hours: 40 Hrs/week
Schedule: TBD
Job Summary:
We are looking for a highly skilled Product Trainer to develop and deliver training programs that enhance the knowledge and skills of customer service representatives in a BPO environment. The ideal candidate will be responsible for onboarding new hires, providing ongoing product training, and ensuring that all team members are equipped to deliver exceptional customer experiences.
Key Responsibilities:
- Design, develop, and deliver training programs focused on product knowledge, customer service skills, and operational procedures.
- Conduct training sessions for new hires and existing employees to ensure up-to-date product understanding.
- Collaborate with operations and quality teams to identify training needs and performance gaps.
- Develop training materials, manuals, e-learning modules, and assessments to enhance learning experiences.
- Monitor trainee progress through evaluations, feedback, and performance assessments.
- Work closely with product and client teams to stay updated on product changes, new features, and industry trends.
- Implement effective training methodologies to improve knowledge retention and application.
- Conduct refresher training sessions to reinforce best practices and address identified weaknesses.
- Maintain training records and prepare reports on training effectiveness and employee performance.
- Provide one-on-one coaching and mentoring to team members as needed.
Qualifications:
- Minimum 2-3 years of experience in training or learning and development within a BPO or customer service environment.
- Must have remote training experience.
- Experience in solar energy is preferred.
- Residency in Bulacan, Philippines is a plus.
- Strong understanding of adult learning principles and training methodologies.
- Excellent communication, presentation, and facilitation skills.
- Ability to create engaging training materials and adapt content for different learning styles.
- Experience with e-learning platforms, LMS tools, and virtual training techniques.
- Strong problem-solving skills and ability to assess training effectiveness.
- Ability to work in a fast-paced, dynamic environment with evolving product offerings.
- Bachelor's degree in education, Communications, Business, or a related field is preferred.
Preferred Skills:
- Experience training remote teams in a BPO setting.
- Familiarity with customer service tools, CRM systems, and call center technologies.
- Knowledge of performance coaching and employee development strategies.
- Ability to analyze data and provide insights for continuous improvement
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