Lead - Technical Training

Location: Angeles, Pampanga, Philippines

Company

hirify.global provides AI, automation, cloud engineering, advanced analytics, digital engineering, and business process services for global enterprises.

What you will do

• Create and facilitate training materials for customer service consultants.
• Oversee new-hire, progression, and enhancement training focused on client products, processes, and customer service skills.
• Train and coach consultants to listen, empathize, identify reported issues, and create effective customer solutions.
• Analyze performance, identify training needs, and connect behaviors and skills to program KPIs and client goals.
• Build a collaborative learning environment and support consistent customer experiences.

Requirements

• Graduate of a four-year course; college graduates or diploma holders are preferred.
• At least 2 years of experience in the same capacity.
• B2 English level and the ability to effectively converse with North American customers, including understanding common references, slang, and mobility terms.
• Basic cultural and market sensitivity regarding primarily North American customers.
• Typing speed of 30 WPM with 85% accuracy.
• Proficiency in Microsoft PowerPoint, Word, and Excel.
• Ability to adapt behavior and communication to learners and customers with diverse technical knowledge, professional backgrounds, working styles, perspectives, and geographical locations.
• Strong communication, networking, organization, time management, confidentiality, professionalism, flexibility, integrity, customer service orientation, leadership, coaching, and team-building skills.
• Ability to handle difficult or frustrated customers, set expectations, deliver information positively, and maintain polished etiquette and high customer centricity.
• Facilitation skills including agenda planning, active listening, and creating a positive interactive learning environment.

Culture & Benefits

• Full-time role in the Training department.
• Dynamic, professionally challenging, and personally rewarding work environment.
• Collaborative team environment with emphasis on teamwork and customer experience.
• Information is kept confidential according to EEO guidelines.