{"id":3065892,"url":"https://alion.io/job/ibm-steady-state-trainer","title":"Steady State Trainer","company":{"id":86,"name":"IBM","domain":"ibm.com","url":"https://alion.io/company/ibm","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"IBM Careers","truth_index":{"grade":"A","score":100,"open_postings":37,"ghost_share":0,"stale_share":0.135,"repost_share":0.054,"time_to_fill_p50_days":15,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Education","role_family":"Education","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":20000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":695},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-22T07:49:10Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-02T22:13:09Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":10},"description":"A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Role Purpose The Customer Service Trainer is responsible for designing, developing, and delivering comprehensive training programs for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role ensures new hires and existing staff are equipped with the knowledge, skills, and competencies required to deliver exceptional customer service, resolve technical issues, and meet performance standards. The trainer facilitates on-the-job coaching, creates educational materials, and assesses training effectiveness to drive continuous improvement and customer satisfaction. Key Responsibilities\nDesign and develop training curricula, materials, and resources (e.g., videos, manuals, job aids, e-learning modules) tailored to telecom customer service operations.\nOrganize and deliver training sessions for new hires covering telecommunications products, policies, procedures, systems, and tools.\nConduct onboarding training for Level 1 Customer Service Representatives, including communication skills, troubleshooting techniques, and use of multiple systems.\nDeliver advanced training for Level 2 representatives on escalation handling, complex problem-solving, technical troubleshooting, and mentoring skills.\nFacilitate role-playing activities and simulations to develop interpersonal skills such as empathy, conflict management, negotiation, and de-escalation techniques.\nIdentify individual and team skills gaps through observation, assessments, and performance data analysis.\nSchedule and coordinate regular training sessions, refresher courses, and ongoing development programs.\nLiaise with operations managers and team leads to support on-the-job coaching and real-time feedback for handling difficult customer interactions.\nEnsure all training aligns with telecom industry standards, compliance requirements, and data privacy/security protocols.\nTrain staff on the use of Microsoft Office applications (including CoPilot), GenAI tools, and contact center technologies.\nAssess the effectiveness of training programs by measuring impact on staff performance, quality scores, productivity metrics, and customer satisfaction.\nMaintain accurate and updated records of training curricula, attendance, certifications, and materials using Learning Management Systems (LMS).\nCollaborate with subject matter experts and leadership to continuously improve training content and delivery methods.\nSupport change management initiatives by preparing teams for new processes, tools, or system updates.\nMinimum 3 years of experience as a Customer Service Trainer, Learning & Development Specialist, or similar role.\nPrior experience in telecommunications, technical support, or customer service positions strongly preferred.\nProven ability to design and deliver training programs for both entry-level and advanced customer service roles.\nKnowledge of Learning Management Systems (LMS) and e-learning development tools.\nFamiliarity with interactive learning activities, adult learning principles, and instructional design methodologies.\nExcellent communication, presentation, and facilitation skills with the ability to engage diverse audiences.\nStrong analytical skills to assess training effectiveness and identify performance improvement opportunities.\nProficiency with Microsoft Office Suite, including CoPilot, and experience using GenAI tools for content development.\nAbility to work in a fast-paced, high-volume contact center environment.\nStrong organizational skills with attention to detail and ability to manage multiple training initiatives simultaneously. Preferred Skills\nBachelor's degree in Education, Human Resources, Organizational Development, or a related field.\nAdditional certification in training, instructional design, or adult education (e.g., CPTD, ATD certification).\nExperience training on telecom-specific systems, billing platforms, or technical troubleshooting processes.\nExperience coaching or mentoring trainers or team leads. Additional Requirements\nFlexible availability to deliver training during various shifts, including evenings and weekends as needed.\nAbility to facilitate training both virtually and onsite.\nSuccessful completion of background verification, including employment history, education, and criminal record. Philippines Enterprise Operations Hybrid Professional QUEZON CITY, PH QUEZON CITY (0856) IBM Business Services Adult Education Analytical Skills Coaching Communication Completion Content Development Customer Service Design E-Learning Education Facilitation History Human Resources Instructional Design Learning Management Systems Mentoring Microsoft Office Organizational Development Performance Improvement Technical Support Telecommunications Training Troubleshooting Billing Detail-oriented Learning and Development Adult Learning Principles Steady State Interactive Learning","description_format":"text","description_chars":5530,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI","Quantum Science & Computing","Servers & Data Center Hardware","Quantum Computing Hardware"],"lifecycle":[{"event":"open","at":"2026-10-22T07:49:10Z"},{"event":"close","at":"2026-10-22T11:27:12Z"},{"event":"reopen","at":"2026-10-26T09:00:53Z"}],"visa":[],"liveness":{"score":64,"band":"ok","label":"Likely open","p_open":1,"p_active":0.855,"p_room":0.75,"age_days":10,"expected_fill_days":15,"reasons":["conf:2","velocity","win:late","comp:brand"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/ibm-steady-state-trainer","json_url":"https://alion.io/job/ibm-steady-state-trainer.json","meta":{"generated_at":"2026-11-02T22:36:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31761,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":86},"rest":"https://alion.io/mcp/rest/get_company?id=86"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fibm-steady-state-trainer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fibm-steady-state-trainer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fibm-steady-state-trainer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ibm-steady-state-trainer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fibm-steady-state-trainer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3065892}},{"tool":"search_jobs","arguments":{"company":"ibm.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3065892},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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