The Joys And Pains of Being A Trainer

I have been a trainer for 28 months running. For an account like sprint, I know a lot of you would agree on how stressful it can be.

Let me start by telling you how I applied for the post.

I was already an escalation agent / floorwalker / SME when an opening for the trainer post was announced. And because hardly do they post such an opening, they had to get 3 “apprentices” who would vie for the spot.

A fellow escalations agent who also has a license to teach got the 1st post, the 2nd went to an agent who really had good communications, and the 3rd to me. I wasn’t tapped to be interviewed then. I knew I was being groomed to be a supervisor. But I had the urge to proactively sell myself and apply for the post. Without much preparation, I went into the CSAT office where my future boss sat and waited with a notebook and a pen.

I began my introduction by saying that I worked for a manufacturing company for almost 4 years where I handled the ISO certification as their Deputy Quality Management Representative. I gave short training and seminars about RoHS, ISO 9001, Kaizen, 7 QC Tools, and so forth.

After selling myself, I stood up and shook the hand of my future boss. Then I knew, that it was in the bag =)

So the 3 of us took on the role of a borrowed trainer, until one fell after the other and unknowingly, I got assigned a 2nd class. That meant I was the chosen one.

At long last, the long been underestimated “baduy” esca agent finally saw the light. I gained more friends, learned new tricks, got a new (and the last) girlfriend, got a raise in the pay, and “evolved” my lifestyle.

Modesty aside, it is an accepted observation that trainers would always get “admirers” from their classes, not because we’re hot and good looking, but that’s just how it is. Trainees get infatuated all the time. And of course, we don’t give in. There has to be a trainer-trainee relationship at all times.

It is challenging when you start from scratch with someone who doesn’t know anything about the account and in 7-9 weeks, they would be “fitting”, full-on production agents. But that’s why we’re called trainers.

Despite the stress of a deliberation, the mix of trainer-coach-confidante-floorwalker-supervisor roles we handle can be quite fun, too. We get to hear bloopers first-hand, we see our trainees mature as agents and eventually become promoted themselves, and we have the pleasure of not having to be stuck with the same group of faces forever.

But of course, it also comes in a package of good and bad. We can’t plan our vacations ahead of time, because we don’t know if we have a class on that week of the month. We can’t just book a flight for piso-fare because we don’t know if somebody would be available to cover for our class by then.

And so, my girlfriend and I, are stuck with weekend getaways. Just Saturday afternoon, Sunday, and Monday early evening, is the most that we can do.

There is no easy job. At one point in time, everyone would say, “I don’t think I deserve this” no matter what their job is.

I’m just happy I’m learning new things, gaining new experiences, and having had the opportunity to touch, and possibly change, a lot of people’s lives. And whether they stay with the company or not, it’s not up to me. What matters most is that, I left a mark in their hearts and made a sensible contribution in their lives.

Truly, one can’t have it all. But I’m happy with what I have now. Stress, disappointments, overwhelming pressure, adjustments, being scrutinized, declined vacation leave requests, and all.

Life’s like that. It’s totally up to me to take on the challenge. Game on, Trainer Migz =)

PS.

Thanks to the following:

Wave 254 – My first ever Product Training Class. Thanks to Lhanie who is still in TP. Date on the photo is not accurate. This was in November 2010.

Wave 263 – The ONLY class that was able to get Green scores across all skill groups (routing classes). Thanks to JL and Joem (now in CCAT) who are still in TP

Wave 271 – Small class, but big efforts. Thanks to Alvin (running for sup) for staying with TP.

Wave 282 – My first non-routing class. Thanks Myra, Jason, Mary Joy, Eman, Garcesto, and Raech.

Wave 285-298 Who have been my 1-week babies. A lot of you are still in TP

Jordan, JC, Jomar and Lorraine; Darryl, Allem, Dell, Vanessa, Janno, who else?

Wave 299 My big class who had their first anniversary reunion last August. Thanks for staying Edz, Aya, Dom, Ana, Bevz, RR, Err and Mike.

Wave 306B and our Mang Inasal graduation / exchange gifts. Thanks Anton, John, Jamie & Third who are still rocking EDSA.

Wave 312 who all went away so quickly.

Wave 317 My last sView class, who I took over from Effie and Dexter. Thanks for staying Ian (new esca), Weng and Trish.

Wave 324 My first iCare class. Thanks Ian, Jeric, Joyce, Roxy, Des, Rigor & Jay P.

Wave 330 My young and half-slashed class. Thanks for staying Gid, Sean, Charry, Rhea.

Wave 337  My smallest class. Thanks for still being here Elisse, Eya, Ana & Verg

Wave 349 My take-over class from DJ after my tonsillectomy. Thanks to Jen, Fath, Leen, Mat, Jo, Chelle.

Wave 355 My last 2012 class and 1st with part-timers. Thanks and I’m excited for your graduation on Dec. 29 =)

{Sorry if I missed out on anyone}