Contact Center Trainer (Banking LOB)

• Develop and deliver onboarding programs.
• Create training modules on, negotiation skills, compliance, and customer service.
• Conduct refresher training sessions and workshops for existing staff.
• Provide one-on-one coaching and feedback to improve team member effectiveness.
• Measure training effectiveness through assessments, feedback, and performance metrics.
• Maintain training records and prepare reports for management.
• Work closely with team leaders, QA, and HR to align training with business goals.

• At least 6-8 years of experience as Customer Service Trainer in a BPO/Shared Service industry
• Should have experience in baking operations
• Must have strong leadership and interpersonal abilities
• Should have effective communication skills and a deep understanding of operational leadership
• Proficient in coaching and mentoring team members to enhance performance through continuous feedback
• Adept at performance management, driving accountability, and process compliance
• Continuous learning and adaptability are crucial, stay abreast of industry trends
• Must be willing to work onsite in McKinley West, Taguig following Australian shift
• Can start ASAP

Capgemini