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Product Trainer - Player Engagement
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KWM
Asia Pacific
Philippines
Player Engagement
Engage
Full Time
Permanent
In-Office
Hybrid

Product Trainer - Player Engagement

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The Product Trainer will onboard and orient new hires on KWS policies, procedures and culture. The Product Trainer will train agents on the project’s products/services and operational processes.

  • Conduct floor refreshers/update training to keep knowledge up-to-date
  • Update the knowledgebase as and when needed to ensure information accuracy
  • Creation of new process related content as and when required.
  • Ensure project updates are received, included in training, and cascaded to the floor in the time for implementation.
  • Record and maintain batch attendance, performance, evaluation and assessment scores accurately
  • Escalate performance issues in new hire & update training batches
  • Ensure the attrition in the training batches is kept at a minimal and maintain the target throughput
  • Partners with Project leaders to develop training initiatives and /or projects to enhance trainee and agent effectiveness based on KPI requirements
  • Provide coaching and feedback to the trainees for their overall development
  • Enforce KWS and project security requirements
  • To be a role model for the team in terms of performance/behavior/attitude
  • Ensures SLA management for all floor training initiatives
  • Conduct training needs analysis and come up with recommendations to address training related opportunities

Benefits

  • This role is expected to work onsite due to the current growth of the project that will be supported. However, there will be some flexibility working from home later on.
  • Non-taxable Allowances
  • HMO and Life Insurance
  • Paid Time Offs
  • Annual Wellness Subsidy

Experience & Requirements

Technical Skills:

  • Strong presentation skills
  • Classroom management
  • Training needs analysis
  • Course content design & development
  • Training evaluation
  • Problem solving
  • Change management
  • Process improvement
  • Knowledge management
  • Data analysis
  • Reports management
  • MS Office & G-Suite application acumen
  • Preferred: eLearning Content Creation

Behavioral Skills:

  • Excellent spoken & written communication skills
  • Strong coaching & development planning
  • Sense of urgency & ownership
  • Stakeholder management
  • Team building & collaboration
  • Change management

Work Experience

  • Minimum of 3 to 5 years instructing in an adult learning environment preferably in the call center, IT or related industry

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