At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Responsibilities:
Designing Training Modules
● Study the scope, methods, processes and tools necessary to perform the job
● Research appropriate techniques to help efficiently perform the task
● Design training modules and prepare exercises, exams and activities
● Participate in constantly improving training curriculum by evaluating and updating modules and other training materials
● Conduct Post Training Reviews for all New Hire classes handled and provide insights and recommendations
Facilitating Product Training
● Discuss program procedures and processes to new hires
● Present necessary audio-video presentation, charts, recordings
● Administer exercises, written exams and call simulations and practical tests
● Organize class, groups and one-on-one activities for lesson retention
● Recognize and reward satisfactory and outstanding performers
● Address general inquiries, complaints and resolve trainees’ issues
● Implement Stellar culture and policies
Mentoring and Maximizing the Learning Process
● Evaluate trainee performance and progress through daily and weekly assessments
● Facilitate and evaluate Mock Call assessments that mirror live scenarios
● Attain coaching certification for trainee performance management
● Create individual action and developmental plan
● Coach trainees on areas of improvement and provide feedback
● Monitor employee compliance to company policies
Record Keeping, Maintenance and Administrative Tasks
● Prepare training materials, workstations, venue and other necessary tools and equipment
● Document, update and maintain accurate statistical record of class performance and progress
● Report accurate documentation of daily headcount, performance and progress
● Perform administrative tasks such as track trainee daily time record
Providing Support to Operations
● Secure operations certification for agent and supervisor level live calls or tasks for all lines of businesses supported
● Take agent live calls or tasks, as well as supervisor tasks and other escalations
● Provide floor and AHOD support, should it be necessary
Facilitating Refresher and Corporate Training Programs
● Discuss updates, revisions and developments regarding a specific job/program
● Facilitate corporate trainings as assigned by Training TL
Effective Communication and Coordination
● Coordinate with Recruitment for trainee data and information
● Coordinate with Administrative Officers for training venues, equipment, meals, etc
● Coordinate with Recruitment and Operations Departments for calibration purposes
● Coordinate with IT Department for technical issues
● Coordinate with QA or TL during Nesting/Academy Bay
● Respond to trainee inquiries and concerns
Other
● Complete tasks delegated/assigned by the Learning & Development Assistant Manager or Senior Training Manager
● Perform other reasonable duties, as required
Qualifications:
● At least 2-3 years of related experience as a facilitator/trainer in a call center environment
● Knowledge in adult learning
● Knowledge in curriculum development and training design
● Presentation skills
● Planning and Organizing
● Excellent verbal and written communication
● Proficiency in basic computer applications
● Adaptability and Flexibility
● Must be amenable to work in Entec, 2 Pampanga