Location:
cebu city, Cebu
Contract Type:
Full Time
Experience Required:
2 years
Education Level:
Bachelor’s Degree
Job Description
Position Overview:
· We are seeking a dynamic Trainer/Coach to lead the development and continuous improvement of our Cebu-based call center team. This role serves as the primary resource for onboarding, training, coaching, and real-time support to ensure exceptional customer experiences. The ideal candidate will collaborate closely with internal stakeholders to deliver impactful training programs, support escalations, and drive overall team performance.
Key Responsibilities:
· Facilitate onboarding and comprehensive training programs for new call center agents
· Develop, maintain, and update training content to reflect current processes and product knowledge
· Provide real-time call support, including handling escalations and process guidance
· Monitor and review customer interactions across email, chat, and calls for quality assurance
· Conduct coaching sessions with agents to enhance skills and customer engagement
· Collaborate with Merchandising and Marketing teams to align training materials with brand messaging and promotional campaigns
· Partner with Team Leads to analyze performance metrics and implement improvement strategies
Ideal Candidate Profile:
· Passionate about training and coaching, comfortable handling complex and challenging customer interactions
· Strong communication skills with a focus on engaging customers in meaningful, solution-driven conversations
· Expert knowledge of AS400 systems and Taymark brand/products
· In-depth understanding of call center processes and product offerings
· Demonstrated ability to identify knowledge gaps and develop effective training content
Additional Responsibilities:
· Lead bi-annual, two-week new hire training sessions as an in-person facilitator
· Coordinate with Taymark leadership to include guest speakers reinforcing brand values and customer experience standards
· Create and deliver monthly training modules addressing product and process improvements
· Conduct frequent call monitoring and side-by-side coaching to elevate agent performance
· Serve as the primary escalation point for complex customer issues and provide real-time coaching for resolution
· Support inbound contacts (including calls, chats, emails as needed) during peak periods to model exemplary customer service
· We are seeking a dynamic Trainer/Coach to lead the development and continuous improvement of our Cebu-based call center team. This role serves as the primary resource for onboarding, training, coaching, and real-time support to ensure exceptional customer experiences. The ideal candidate will collaborate closely with internal stakeholders to deliver impactful training programs, support escalations, and drive overall team performance.
Key Responsibilities:
· Facilitate onboarding and comprehensive training programs for new call center agents
· Develop, maintain, and update training content to reflect current processes and product knowledge
· Provide real-time call support, including handling escalations and process guidance
· Monitor and review customer interactions across email, chat, and calls for quality assurance
· Conduct coaching sessions with agents to enhance skills and customer engagement
· Collaborate with Merchandising and Marketing teams to align training materials with brand messaging and promotional campaigns
· Partner with Team Leads to analyze performance metrics and implement improvement strategies
Ideal Candidate Profile:
· Passionate about training and coaching, comfortable handling complex and challenging customer interactions
· Strong communication skills with a focus on engaging customers in meaningful, solution-driven conversations
· Expert knowledge of AS400 systems and Taymark brand/products
· In-depth understanding of call center processes and product offerings
· Demonstrated ability to identify knowledge gaps and develop effective training content
Additional Responsibilities:
· Lead bi-annual, two-week new hire training sessions as an in-person facilitator
· Coordinate with Taymark leadership to include guest speakers reinforcing brand values and customer experience standards
· Create and deliver monthly training modules addressing product and process improvements
· Conduct frequent call monitoring and side-by-side coaching to elevate agent performance
· Serve as the primary escalation point for complex customer issues and provide real-time coaching for resolution
· Support inbound contacts (including calls, chats, emails as needed) during peak periods to model exemplary customer service
Company Description
Quess Corp Limited (Quess) is India's leading business services provider, leveraging our extensive domain knowledge and future-ready digital platforms to drive client productivity through outsourced solutions.
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