Trainer / Coach / Call Center Support

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