Full Potential Solutions→
Trainer | Telco at Full… · Davao City
Job Description
About Us
Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.
Our Core Values:
Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
The Trainer will help employees cultivate their skills and knowledge. He/She will provide complete training to share your expertise in ways that motivate others. A Trainer is an experienced educator and must have the ability to convey a message, which should only be surpassed by a deep knowledge of their field. Organizational skills and a positive attitude are important qualities that he/she has to possess. The goal is to promote efficiency and competitive advantage by developing the skills of personnel.
Duties and Responsibilities:
Handle FST, PST, including Nesting classes
Conduct coaching sessions with agents to evaluate skills and behavior gaps
Work with Recruitment, People and Culture, and Operations Teams to manage new hire classes accordingly
Submit reports at the end of classes and endorse agents from each training phase.
Record observations for each trainee in class for recommendations and endorsements
Deliver all types of training related to customer service, sales, and process knowledge
Partner with clients in conducting TNA, designing and developing learning content
Evaluate training results and identify opportunities
Provide operational support by resolving learning gaps affecting performance
Work on projects from end-to-end project cycles, starting at project conceptualization to implementation, and revisions
Qualifications:
With 2-4 years of related work experience as a Trainer in a BPO setup, preferably someone who handled customer service, technical support, and sales campaigns.
Experience training new agent hires for a Telco campaign is highly preferred.
Proven working experience in employee development or related areas.
People-oriented and a team player.
Adequate knowledge of learning management software and web delivery tools.
Strong verbal and written communication skills and an excellent active listener.
Ability to handle sensitive matters and apply problem-solving skills to resolve issues.
Propensity to seek out, accept, and integrate feedback professionally.
Self-motivated, quick/continuous learner with a passion for helping people realize their full potential.
Amenable to work onsite