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Position Title: Trainer

Job Location: Clark Freeport Zone, Pampanga
 

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

 

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

 

Job Responsibilities:

  1. Foster and maintain a positive and professional learning environment.
  2. Conduct training for all generally applicable courses using a variety of training methods and styles (i.e., Adult Learning Theory) to ensure retention and transfer of learning. Such courses include Account Orientation.
  3. Amend and revise programs as necessary, to adapt to changes occurring in the work environment.
  4. Develop specialized coursework with the approval and direction of shoreside Training and Development.
  5. Provide mentoring to improve performance and follow-up information to assist coaching and support for management.
  6. Ensure all statutory training requirements are met.
  7. Create innovative curricula to support key business initiatives.
  8. Partner with the Team Managers, to bring new hires from the classroom to proficiency on schedule and at the quality.
  9. Deliver projects and motivate trainees through effective facilitation
  10. Understand e-learning techniques usage and relevance.
  11. Working hand in hand with the account management team in coordinating with clients on how their system works and other training needs of representatives that will be assigned to them.
  12. Facilitate training programs for new and current employees
  13. Participates in learning activities and professional development to improve individual skills
  14. Driving and primary focus of this role is to maintain and enhance employees’ knowledge, skills, and ability to achieve service excellence.
  15. Oversees the Planning of Training and works with logistics to schedule training sessions.
  16. Ensure trainees adherence to the company’s Training Agreement.

Qualifications:

  1. Bachelor’s degree in education, business, psychology, human resources, information technology, or related field
  2. Two (2) years’ previous experience as a trainer, in a BPO set up
  3. Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), Google Suite, and instructional software
  4. Experience with technologies and best practices for instructional manuals and training platforms
  5. Strong project management skills with the ability to supervise multiple projects
  6. Excellent issue management and problem-solving skills
  7. Excellent interpersonal skills and communication with all levels of management
  8. Experience in instructional design and great presentation skills
  9. Organized and able to create multiple timelines and schedules
  10. Able to multitask, prioritize, and manage time efficiently
  11. Excellent leadership and people skills
  12. Encouraging to the team and able to coach, mentor and lead
  13. Excellent verbal and written communication skills
  14. Able to analyze problems and strategize for better solutions
  15. Experience with different CRM and project management tools

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.