Technical Trainer

You are also expected to: Create, facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge. Fill out accurate reports. Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet company expectations. Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting. Facilitate all aspects of floor-training and BQM Training for the program. Responsible for self-skilling & certification during periods of un-activity (classroom). Supervise and coach learners in nesting & BQM type environments. Facilitate multi-hour product, behavioral or tool change type learning experiences. Oversee new hire progression and enhancement training; provide feedback and implement appropriate solutions; and Coach and give feedback to trainees to help them fulfill performance metrics. Coach and provide feedback and supervision during OJT/Nesting/TQ/Evolution. Our most successful candidates will have: Earned a Bachelor’s degree in any field (Major in Education or Communication preferred) At least 2-3 years of work experience as a Trainer supporting a Tech account. Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook) Strong English verbal and written communication skills. Strategic in developing solutions and process improvements. Willingness and ability to work in a shifting or graveyard schedule. Strong understanding of cloud-based telephony (VoIP), including inbound and outbound call handling, call transfers, conferencing, voicemail, and agent state management. Knowledge of Contact Center as a Service (CCaaS) platforms, including queue management, skills-based routing, call flows, and service level concepts. Curriculum development Amenable working onsite in Clark, Pampanga. All your information will be kept confidential according to EEO guidelines.