Effectiveness Coach

Discover your 100% YOU with MicroSourcing!

Position: Effectiveness Coach

Work setup & shift: Onsite (Eastwood Site)| Night Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Key Responsibilities

• Conduct end-to-end training for new hires, covering product knowledge, process workflows, systems navigation, and sales/service skills as applicable.
• Facilitate onboarding and transition programs to ensure readiness for production or live operations.
• Evaluate trainee performance during training and post-training, providing structured coaching and feedback to support skill application on the job.
• Provide consistent floor support to ensure agents adhere to performance standards, quality metrics, and code of conduct requirements.
• Identify training needs through performance analysis, quality results, and stakeholder feedback.
• Design and implement training and development initiatives aimed at improving team performance and productivity.
• Partner with operations leaders to define required competencies, skills, and behavioral expectations for specific roles.
• Partner with Quality teams to identify training needs and performance gaps
• Prepare and submit timely training reports (weekly, monthly, and ad hoc) for stakeholders and management review.
• Conduct refresher trainings, upskilling sessions, and soft skills workshops
• Apply instructional design principles and adult learning methodologies in developing training materials and delivery approaches.
• Support continuous improvement initiatives related to training effectiveness and operational readiness.
• Support transition training for new accounts or program updates
• Ensure alignment with client requirements and service level agreements (SLAs)
• Monitor and report on training effectiveness, throughput, and pass rates

Qualifications & Skills

• At least 2–4 years of experience in training, coaching, or learning & development within a BPO or contact center environment
• Experience handling product, process, or sales training for customer-facing roles
• Strong background in coaching, performance evaluation, and on-the-floor support
• Strong background in instructional design and training deliver
• Ability to design and deliver structured training sessions for adult learners
• Proficient in training documentation and reporting (MS Excel, PowerPoint, Word, MS Office applications)
• Strong communication, facilitation, and stakeholder management skills
• Demonstrated ability to analyze performance gaps and recommend training interventions
• Experience in handling voice and/or non-voice accounts
• Willingness to work in a fast-paced, operations-driven environment
• Experience in effectiveness coaching, QA training, or performance improvement roles
• Background in instructional design or curriculum development
• Exposure to contact center financial services or payment processing accounts
• Familiarity with LMS platforms and e-learning tools
• Experience handling both classroom and virtual training environments

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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