The Product Trainer will onboard and orient new hires on KWS policies, procedures and culture. The Product Trainer will train agents on the project’s products/services and operational processes.
- Conduct floor refreshers/update training to keep knowledge up-to-date
- Update the knowledgebase as and when needed to ensure information accuracy
- Creation of new process related content as and when required.
- Ensure project updates are received, included in training, and cascaded to the floor in the time for implementation.
- Record and maintain batch attendance, performance, evaluation and assessment scores accurately
- Escalate performance issues in new hire & update training batches
- Ensure the attrition in the training batches is kept at a minimal and maintain the target throughput
- Partners with Project leaders to develop training initiatives and /or projects to enhance trainee and agent effectiveness based on KPI requirements
- Provide coaching and feedback to the trainees for their overall development
- Enforce KWS and project security requirements
- To be a role model for the team in terms of performance/behavior/attitude
- Ensures SLA management for all floor training initiatives
- Conduct training needs analysis and come up with recommendations to address training related opportunities
Technical Skills:
- Strong presentation skills
- Classroom management
- Training needs analysis
- Course content design & development
- Training evaluation
- Problem solving
- Change management
- Process improvement
- Knowledge management
- Data analysis
- Reports management
- MS Office & G-Suite application acumen
- Preferred: eLearning Content Creation
Behavioral Skills:
- Excellent spoken & written communication skills
- Strong coaching & development planning
- Sense of urgency & ownership
- Stakeholder management
- Team building & collaboration
- Change management
Work Experience
- Minimum of 3 to 5 years instructing in an adult learning environment preferably in the call center, IT or related industry
- This role is expected to work onsite due to the current growth of the project that will be supported. However, there will be some flexibility working from home later on.
- Non-taxable Allowances
- HMO and Life Insurance
- Paid Time Offs
- Annual Wellness Subsidy
Role Information: EN
Studio: KWM
Location: Asia Pacific, Philippines, Pasig
Area of Work: Player Engagement
Service: Engage
Employment Type: Full Time, Permanent
Working Pattern: In-Office, Hybrid
