EGS Customer Care, Inc. Trainer, Learning & Development - Cubao - 1FTE - I/E in APAC Cubao, Philippines

Job Description - Trainer, Learning & Development - Cubao - 1FTE - I/E (160005157)

Job Description

Trainer, Learning & Development - Cubao - 1FTE - I/E - 160005157

Expert Global Solutions (EGS), an Alorica company, is a global customer service organization, serving the world’s leading companies and best-known brands. With more than 40,000 employees in locations around the world, our people deliver extraordinary service – via phone, email and chat, every day. Embracing a diverse workforce with a shared commitment to deliver outstanding customer service, EGS offers significant opportunity to build a rewarding career, in a dynamic and customer-oriented environment.

Essential Duties and Responsibilities

Course Analysis, Design, and Improvement

  • Liaison with Operations to ensure customized implementation of Foundation Training for specific accounts; Interact with Operations and HR to establish training requirements for proposed classes and programs.
  • Revise training programs as a result of evaluation or of changing needs in the company
  • Analyze reports to develop training plans for trainees/agents

Course Delivery

  • Roll out Foundation Training Modules for new hires
  • Conduct Corporate Orientation
  • Explain company culture, policies, procedures and scheduling
  • Facilitate Coaching Sessions and other account requested interventions

Training Aids

  • Create useful presentations and visual materials for training (using various media)
  • Come up with alternative visuals when facilities and equipment are scarce
  • Create, improve and update training aids
  • Research, design and develop Communication Knowledge Enhancers and Job Aids


  • Assess, monitor and evaluate student progress, creating action plans for student success
  • Complete reports - monthly reports, status reports, training reports, etc
  • Document training and coaching sessions
  • Use office equipment efficiently whenever the job requires tasks like photocopying, shredding, printing, scanning, etc.


  • Keep current with the latest training techniques and methods.
  • Keep current with latest updates on Communication, Culture and Leadership Training
  • Participate in committees and project assignments
  • Participate in team building activities and self and peer development activities
  • Learn and Develop technical and non-technical skills that will improve one's efficiency and effectiveness on the job


  • Mentor other Foundation Trainers as needed
  • Lead, train, coach and develop and assess both agents and non-agents in communication, customer service and other areas of their position to meet objectives and maintain company policies and procedures
  • Ensure that all appropriate documentation regarding performance and conduct of all direct reports is maintained appropriately
  • Reward and discipline trainees; address complaints and resolve problems
  • Attend meetings and participate in committees as required
  • Conduct interviews and testing to select agents/recruits who possess the required communication skills (whenever needed)
  • College graduate, preferably Computer Science, Engineering or any related course
  • Superior communication skills, oral and written
  • Demonstrated experience in training or facilitation
  • Knowledge of operation of computer based training system, PC, TV/DVD, and multimedia projectors/OHPs for facilitation purposes
  • Computer literacy with PPT, Word, Excel, Outlook, Visio, etc
  • Strong presentation skills and superior in establishing working relationships with the customer
  • Superior communication skills, both oral and written
  • Strong professional demeanor
  • Good Facilitation skills
  • Knowledge of operation of computer based training system, PC, TV/DVD, and multi-media projectors/ OHPs for facilitation purposes
  • Computer literate with PPT, Word, Excel, Outlook, etc
  • Strong presentation skills
  • Solid research and instructional skills
  • Strong ability to exercise good judgment and make sound business decisions
  • Ability to handle multiple and shifting priorities
  • Excellent leadership, interpersonal, problem-solving, analytical and organizational skills
  • Team-oriented
  • Flexibility in schedule and work load
  • Maturity to maintain confidentiality

Job ID: 3245414

Date posted: 10/17/2016

Job: Training & Development

Primary Location: Philippines - National Capital Region - APAC Cubao

Education Level: Associate's Degree (±13 years)