Product Trainer - Player Engagement

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

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

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

Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: In-Office, Hybrid