Description (Why Work Here)

The Trainer maximizes call center agent’s effectiveness by ensuring agents have thorough knowledge of the processes and laws associated with the division they are instructing; products, services, program specific skills, troubleshooting, resolve problems, one call resolution and provide positive customer experience to ERC’s client and customer base. The Trainer is responsible for the initial orientation and continual training of agents.  The desired candidate will be responsible for delivering training modules and running classes of up to 25 people. The Trainer will test employees for readiness, learning new products and services and delivering the information by developing creative teaching techniques. The trainer will also work with Leadership ensuring they understand the training environment, have up to date reporting on training progress and identify current and ongoing training needs.

Responsibilities (Who we're looking for)

  • Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek or need one-on-one assistance.
  • Conducts training classes and utilizes a variety of teaching techniques including role playing; overcoming objections; dealing with irate customers; creating a warm and positive experience for all customers
  • Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
  • Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations and ongoing development.
  • Engages in all program specific process including but not limited to process improvement, group and individual call observation, call quality calibration and mentoring activities.
  • Thorough understanding of competition within industry, Regulatory requirements, technical support and new product development and launches
  • Active Verbal communication in classroom environment, 8 to 9 hours each scheduled work day.
  • Sitting and standing positions 8-9 hours each scheduled work day.
  • Must be flexible with the ability and willingness to work late evenings, early mornings and weekends. Must be able to travel to other call centers and travel abroad.
  • Support development of training plans and curriculum
  • Performs all other duties as required

Qualifications (Why this position)

  • Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire new hires. 
  • Operational knowledge of MS Office: Excel, Word and PowerPoint.
  • Ability to develop training and methodology programs that are unique to ERC’s goals, values and mission statement.
  • Collections, customer sales and service training experience (minimum of 3 years in industry or related field).
  • Ability to problem solve. Strong decision-making skills. 
  • Self-development skills.
  • Ability to handle multiple projects and prioritize.  
  • Knowledgeable about existing and emerging training methods/tools.
  • Coaching and mentoring experience. 
  • Comfortable with delivering corrective action. 
  • Strong verbal and written communication skills.
  • Strong presentation skills.  
  • Able to multi-task effectively. High energy. Strong ability to build rapport and listen attentively to the needs of employees.
  • Ability to develop employees through positive motivation and training
  •  3+ years previous call center experience preferred.

Job Overview

Date Posted



Employee Development


, Clark Free Port Zone, PH


$9.75 - $11.00/hour plus monthly bonus potential

Join the fun and sign up for ERC's WhatsApp Chat

Share This Job

Share on facebook
Share on twitter
Share on linkedin
Share on email
Share on telegram

Get Notified about jobs

  • Want to be the first to know when new job opportunities are available for you? Leave your contact information below!

Similar jobs

By continuing browsing our website, you agree to the use of cookies to personalize our services and provide you with a better experience. For more information about how we use cookies and to manage your cookie settings, please read our Cookie Policy.

By browsing this website, you agree to the use of cookies.

Privacy Settings saved!
Privacy Settings

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. Control your personal Cookie Services here.

Cookies set by the website visited by the user. The data collected is used for purposes like calculating page views, sessions, and the number of users.

Used to track and measure various website conversions.

Decline all Services
Accept all Services


Sign up for ERC’s WhatsApp Chat and stay in the loop

on all the fun events and excellent job opportunities.

You agree to receive information through WhatsApp.
This field is for validation purposes and should be left unchanged.