BPO Trainer

Company Description RSD Human Resource Management Consultancy is a professional services firm specializing in recruitment, training, and workforce development for business process outsourcing (BPO) organizations. The consultancy partners with clients to design and implement talent solutions that improve performance and employee engagement. It supports companies in building strong, customer-focused teams through structured training and coaching programs. Applicants joining RSD can expect a collaborative environment that values continuous learning, accountability, and service excellence.
Role Description The BPO Trainer is a full-time, on-site role based in Parañaque. The trainer is responsible for designing and delivering training programs for new hires and existing BPO staff, including product knowledge, process training, and customer service skills. Day-to-day tasks include creating training materials, facilitating classroom and small-group sessions, assessing trainee performance, and providing coaching and feedback to support skill development. The role also involves coordinating with operations and quality teams to align training content with business objectives, updating modules based on performance data or client requirements, and maintaining accurate training records and reports. The BPO Trainer is expected to foster a positive learning environment, support continuous improvement initiatives, and contribute to overall service quality and productivity.
Qualifications

• Demonstrated experience in training, facilitation, or coaching within a BPO or contact center environment.
• Strong communication and presentation skills, with the ability to explain complex information in a clear and engaging way.
• Proficiency in designing training materials, using basic office and presentation software, and managing training schedules.
• Ability to assess learner performance, provide constructive feedback, and adapt training methods to different learning styles.
• Solid understanding of customer service principles, call handling processes, and performance metrics commonly used in BPO operations.
• Strong organizational and time-management skills, with attention to detail and accuracy in documentation and reporting.
• Ability to work collaboratively with operations, quality, and HR teams, and to build rapport with diverse groups of trainees.
• Previous experience as a BPO agent, team leader, or trainer is highly preferred; familiarity with multiple BPO accounts or domains is an advantage.
• Willingness to work on-site in Parañaque and to follow shifting schedules as required by business operations.
• Bachelor's degree in any field is preferred, but candidates with relevant experience and training expertise are encouraged to apply.