Training Officer at OPEN LOOK BUSINESS SOLUTIONS

Cebu, Isabela, Philippines -

Full Time

Start Date

Immediate

Expiry Date

26 Sep, 26

Salary

0.0

Posted On

28 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training Development, Coaching, Performance Evaluation, Customer Service Techniques, Retention Strategies, Onboarding, E-learning Development, Call Monitoring, Curriculum Design, Performance Analysis

Industry

Book and Periodical Publishing

Description

Job Title: Training Officer Job Summary: We are seeking a Training Officer to develop, implement, and oversee training programs for our customer service teams. This role will focus on equipping employees with the skills and knowledge needed to handle calls effectively, improve customer retention, and enhance service quality. The ideal candidate will have experience in training, coaching, and performance evaluation in a call center or customer service environment.Duties and Responsibilities:Training & Development: Design and deliver training programs on customer interactions, customer service techniques, retention strategies, and product knowledge. Conduct onboarding training for new hires, ensuring they understand company policies, procedures, and best practices. Develop training materials, including manuals, presentations, and e-learning modules. Monitor and assess trainees' progress through assessments, role-playing, and call evaluations. Provide ongoing coaching and refresher training to improve performance and meet business objectives. Stay updated on industry trends and incorporate best practices into training programs. Performance Support & Coaching: Listen to live and recorded calls to identify training needs and areas for improvement. Conduct one-on-one coaching sessions to help employees improve customer handling, retention techniques, and call resolution skills. Work closely with team leads and managers to address performance gaps and recommend training solutions. Track and analyze employee performance data to measure training effectiveness. Operational Training Support: Ensure employees are well-prepared to handle inbound calls related to new consumer enrollments, cancellations, password resets, product inquiries, identity authentication, and billing issues. Train teams on outbound call techniques to assist with affiliate sign-ups, agreement-generated leads, and new customer walkthroughs. Support the achievement of key performance goals, such as retention rates and outbound call targets, through effective training strategies.

Responsibilities

Develop and implement training programs to enhance customer service quality and employee retention. Provide ongoing coaching and performance evaluations through call monitoring and one-on-one sessions.