Design and develop engaging training programs for call center agents and ENGIE retail staff, focusing on blended learning solutions. Collaborate with stakeholders for training needs analysis and support Train-the-Trainer sessions. Maintain training materials and track completion using learning platforms.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- Instructional Design & Learning Expertise
- Experience with adult learning principles and call centre training (sales, customer service, compliance, and systems training).
- Proficiency in eLearning tools (e.g., Articulate 360).
- Ability to design for blended learning (online, facilitator-led, microlearning).
- Cultural & Communication Awareness
- Understanding of Australian workplace culture and communication styles.
- Ability to localise content for Australian audiences (tone, examples, language nuances).
- Excellent written English with attention to grammar and clarity.
- Collaboration & Stakeholder Engagement
- Experience working with remote teams and cross-functional stakeholders.
- Ability to interpret briefs and translate business needs into engaging learning
- Comfortable with feedback loops and iterative design.
- Technical & Project Skills
- Familiarity with Learning Management System platforms (e.g Rise-Up).
- Basic graphic design and video editing skills.
- Strong time management and ability to work independently.
- Bonus Skills
- Knowledge of Australian energy industry.
- Experience with call centre systems (Salesforce, HubCX, telephony systems).
- Experience with Microsoft Office 360 Suite.
Core responsibilities:
- Key Responsibilities
- Training Design & Delivery
- Design and develop engaging, learner-centric training programs for call centre agents and ENGIE retail staff, including onboarding, systems training, product knowledge, and soft skills.
- Create digital and blended learning solutions using instructional design principles and adult learning theory.
- Develop training materials such as eLearning modules, facilitator guides, presentation packs and assessments.
- Train-the-Trainer Facilitation
- Support the ENGIE Training team to deliver Train-the-Trainer sessions for both onshore and offshore channel partners (virtually).
- Training Needs Analysis
- Support the ENGIE Training team to conduct detailed training needs analysis to help identify skill and knowledge gaps resulting from business changes or projects and recommend appropriate learning interventions.
- Stakeholder Collaboration
- With the direction of the ENGIE Training team, consult and collaborate with subject matter experts and stakeholders to scope, plan, and align training programs with business needs.
- Content Management & Compliance
- Maintain and update training materials, resources, and procedures in line with compliance requirements and as directed by ENGIE. Ensure content is reviewed, approved, and stored appropriately for governance.
- Reporting and Administration
- Upload training material to learning platforms (e.g. ‘Rise-Up) and enrol learners where applicable.
- Track and report on training completion, maintain training records, and reconcile data using tools.
- Continuous Improvement
- Review and refresh recurring and induction training materials to ensure relevance and accuracy as required by ENGIE.
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
This is a remote position.
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