Product Trainer - Player Engagement

The primary objective of the Product Trainer role is to manage the direct and indirect provision of product & service knowledge and associated skills (soft skill, systems, applications etc.) to PS operations via various learning methodologies and platforms. The role is also tasked to ensure that learning initiatives meet or exceed client and KWS expectations.

As a Product Trainer, your responsibilities include include leading instructor-led (face-to-face & virtual) and online training, on-the-job coaching, designing, and developing learning material as well as organizing training sessions for both new hires and current project team members.

Ultimately, you will be tasked to set up our Player Engagement team members for success by developing their skills to effectively address customer needs.

KEY RESPONSIBILITIES:

• Onboard and orient new hires on KWS policies, procedures, and culture
• Train the 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 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

SKILLS, KNOWLEDGE, AND ABILITIES:

• 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
• Excellent spoken & written communication Skills
• Strong coaching & development planning
• Stakeholder management
• Team building & collaboration
• Change management
• Sense of urgency & ownership

REQUIREMENTS:

• At least 2 years of experience as a Product Trainer in a BPO or Player Support environment
• Amenable to work on shifting schedules (different time zones, holidays, weekends, etc.)
• Willing to work on site as required by business needs

• Non-taxable Allowances

• HMO and Life Insurance
• Paid Time Offs (VL, SL, Birthday Leave, Wellness Leave)
• 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