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Training Specialist

Pampanga, Central Luzon ·  21 January (updated)


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261 reviews
  • Description

  • Purpose

    Develop & facilitate training classes for newly hired employees as well as refresher training for current employees. Conducting effective learning sessions through classroom-style training using computer-based setting, as well as individual coaching sessions.

    Essential Duties

    Scheduling and coordinating classes for new hire and continuing education training programs.

    Continuously updating, assembling, and creating new instructional materials/curriculum for a new hire, sales, and other recurrent training programs that support the sales and customer service departments.

    Maintain adequate inventory of classroom & OJT materials and equipment, as necessary create and maintain a training waitlist, registration, attendance, and completion records.

    Provide on-the-job coaching to new hires immediately after completion of classroom training.

    Evaluate measure and track the progress of training participants, providing feedback, and hiring recommendations to Managers.

    Organize and write basic communication materials for weekly training briefings.

    Maintain facilities, equipment, and administrative records.

    Work closely with management teams from various departments to identify needs for new or additional training on call center procedures, methods, or products, while focusing on business objectives.

    Work one-on-one with call center staff to further develop their product knowledge, tool use, or selling skills, as requested by call center team leads and management.

    Identify opportunities for process or operational improvements that will enhance the achievement of quality, productivity or customer satisfaction goals.

    Knowledge, Skills, & Abilities

    Excellent communication, interpersonal, leadership, problem solving and negotiation skills.

    Ability to handle escalated issues, difficult people and/or situations.

    Ability to handle multiple tasks by prioritization.

    Computer knowledge, including Microsoft Office programs.

    Travel industry knowledge.

    Self-motivated and able to learn quickly

    Minimum Qualifications for Consideration

    BA or Equivalent work experience (including 2 or more years of delivering sales, product, and customer service training programs for new hires or incumbents in inbound/outbound call center, ideally in the travel industry.

    One or more years’ experience supporting a call center sales organization; and significant experience with sales training in a call center environment)

    Preferred: travel visa to USA. (not mandatory)

    Excellent communications and presentation skills

    Knowledge of the travel industry and ICE, Inc. strategy preferred and the ability to communicate effectively and link both with course content

    Effective classroom delivery & participant management skills.

    Instructional design experience is an advantage (but not required) as well as experience interviewing and working with subject matter experts

    Experience with online course design and development experience using one or more of the following tools is preferred (but not required): Articulate Studio 09, Adobe Captivate 3, Camtasia, Flash, SharePoint; Ability to hold participants to high standards.

    Ability to provide accurate and valuable feedback by demonstrating effective coaching and interpersonal skills.

    Demonstrated ability to assess learner’s performance in the classroom and prepare appropriate plan to move

    individual to the desired level.

    Demonstrated ability to build relationships with all levels of management.

    Ability to maintain a strategic perspective (see the big picture) yet work on a tactical level (work with details)

    Experience consulting with management on performance improvement issues of a department, function, and/or individual.

    Ability to design, modify, and implement company training programs.

    Must be a self-starter and work with minimal direction

    Able to work as an effective matrix team member or leader with minimal supervision.

    Ability to manage multiple projects and competing priorities simultaneously without a decrease in effectiveness

    Highly creative and high energy personality

    Able to work efficiently in fast-paced dynamic organization, managing multiple demands and competing priorities.

    Strong time management skills.

    Excellent written and articulate verbal communication skills.

    Proficient with MS Office: Outlook, Word Excel and PowerPoint.

    Proficient with learning new computer systems.

    Must be able to travel as needed

  • Requirements

  • Minimum education level: Vocational
  • Years of experience: 2
  • Availability for travel: Yes
  • Availability for change of residence: No

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Job summary

  • Training Specialist

  • Pampanga, Central Luzon

  • Company

  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply