Trainer – Executive

FBC Asia Pacific is a premium customer service solutions provider specializing in inbound, outbound, voice and non-voice support, with delivery centers in the Philippines and Sri Lanka.

Key responsibilities

1. Deliver new hire, refresher and upskilling training for voice & non-voice agents.
2. Identify training needs through QA and performance analysis.
3. Develop and update training materials, SOPs and knowledge base content.
4. Provide coaching, floor support and monitor trainee progress.
5. Collaborate with operations, quality and WFM teams.
6. Maintain training reports and ensure compliance with quality standards.

Additional requirements

1. Exposure to 24/7 rotational shift environments is preferred.
2. Experience in content development and facilitation techniques.
3. Certification in training & development (e.g., train the trainer) will be an added advantage.

What we are looking for

1. Diploma/certificate in HR, training, business management or related field.
2. 2-4 years’ experience in a contact center environment, with 1-2 years as a trainer.
3. Experience in voice & non-voice process training.
4. Strong knowledge of contact center operations, KPIs & quality frameworks.
5. Proficient in MS Office & training tools.

Benefits

1. Grow your career: Opportunities for professional growth and development.
2. Supportive environment: Work with a friendly and collaborative team.
3. World-class training: Continuous learning and skill advancement.
4. Competitive benefits: Attractive salary and performance incentives.

When applying

Send your CV.