BPO Trainer

About the role

This is a training role focused on delivering engaging and interactive learning experiences within a contact center environment. You will manage day-to-day training with the operation team, develop and deliver training sessions, and ensure trainees receive clear instruction and positive reinforcement to boost their confidence.

Key responsibilities

• Explain complex concepts in a simple and understandable way
• Adjust various training methods and materials to suit different learning styles and needs
• Organize and manage multiple training projects simultaneously and meet deadlines
• Deliver clear and concise concepts and instruction through excellent verbal and written communication
• Create an inclusive learning environment and handle diverse personalities
• Keep trainees informed and engaged during training sessions while giving positive reinforcement
• Evaluate training outcomes and provide constructive feedback to address issues and improve results
• Manage day-to-day training with the operation team
• Analyze assessment results to identify areas of improvement and adjust training content accordingly
• Collect, analyze, and summarize training data to generate comprehensive reports

About you

• Completed Bachelor's Degree in any field
• At least 1 year relevant experience
• Background in voice and non-voice account
• Excellent computer skills with MS Office and familiar with Google Suites
• Proficiency in using Learning Management Systems (LMS) and other training-related software
• In-depth understanding of adult learning principles and training methodologies
• Hands-on experience with instructional design, curriculum development, and delivering training sessions
• At least knowledge in assessing and determining training needs and recognizing training opportunities
• Amenable to work on a shifting schedule, weekends and holidays
• Amenable to work onsite (Gilmore, Quezon City; Ortigas, Pasig City; McKinley, Taguig)
• Training certifications such as Certified Professional in Learning and Performance (CPLP) or Train-the-Trainer