Training & Development: 

Design, develop, and deliver engaging training programs for new hires and existing customer care employees to improve their knowledge, skills, and performance. 

• Onboard new customer care agents with comprehensive product, system, and process training. 
• Conduct regular training sessions to keep the team updated on product changes, process improvements, and customer service best practices. 
• Evaluate employee progress and provide one-on-one coaching to ensure ongoing development.

Training Materials & Content Creation: 

Develop clear, effective, and up-to-date training materials, manuals, e-learning modules, and assessments that align with the company’s goals and standards. 

• Collaborate with team leads to create content that is relevant, impactful, and tailored to the needs of the customer care team. 
• Maintain and update training documentation to reflect changes in processes, policies, or tools. 

Training Needs Analysis: 

Continuously assess the learning needs of the customer care team by analyzing performance data, conducting surveys, and gathering feedback from agents and managers. 

• Identify knowledge or skill gaps within the team and propose targeted training interventions. 
• Design and implement tailored training programs based on individual or team-specific needs. 

Performance & Process Improvement: 

Work closely with the leadership team to track performance metrics and identify opportunities for continuous improvement. 

• Provide feedback and recommendations to leadership on process or performance improvements based on insights gained from training outcomes. 
• Drive engagement and motivation by creating an interactive and rewarding learning experience. 

Training Evaluation & Feedback: 

• Develop and administer post-training assessments to measure knowledge retention and the effectiveness of training. 
• Collect feedback and adjust training programs to enhance effectiveness and engagement. 

Collaboration with Other Departments: 

• Partner with various departments to ensure that training initiatives are aligned with company-wide goals and objectives. 
• Stay up-to-date with industry trends, company products, and customer care technologies to ensure training programs are current and impactful. 

Experience & Education: 

• At least 2 years of experience in a customer care training role, with a strong focus on developing and delivering training programs. 
• Bachelor’s degree in a related field (e.g., Communications, Business, Human Resources, or Education) preferred. 
• Strong understanding of customer service principles and operational processes within a customer care environment. 

Technical Skills & Tools: 

• Proficient in training tools and platforms (e.g., LMS, webinars, e-learning tools). 
• Experience with developing assessments, quizzes, and other learning materials 

Communication & Interpersonal Skills: 

• Fluent in both English and Filipino with excellent verbal and written communication skills. 
• Strong presentation skills with the ability to engage, motivate, and interact with a wide range of employees. 

Analytical & Problem-Solving Abilities: 

• Strong analytical mindset with the ability to interpret data and identify trends, gaps, and areas for improvement. 
• Ability to develop actionable insights from performance metrics and training feedback. 

Project Management Skills: 

• Demonstrated ability to manage multiple training projects simultaneously. 
• Ability to work under pressure, meet deadlines, and adjust priorities as needed. 
• Excellent organizational skills and attention to detail.