BPO Training Manager

Company Description Intelegencia is a global services firm founded in 2009 that partners with clients, including Fortune 1000 companies, to deliver Digital Transformation, Customer Care/BPO, E-commerce, Software Services, Quality Assurance, Analytics/ML, and Cloud Engineering solutions. The company supports over 100 clients across North America, the Middle East, Europe, and APAC through offices in the U.S., Europe, India, and the Philippines. Intelegencia combines strong leadership with exceptional talent, offering deep technical and functional expertise across multiple industries and domains to help clients achieve their business objectives. The firm has been recognized twice by Deloitte, as one of India's Fast 50 Technology companies and one of Asia's Fast 500 Technology companies. Its flexible global delivery model blends onshore and offshore capabilities, focusing on scale, efficiency, productivity, and optimized operating and capital expenditures.
Role Description The BPO Training Manager is a full-time, on-site role based in Antipolo, responsible for leading training strategy and execution for customer care and BPO operations. This role designs, updates, and delivers training programs for new hires and tenured team members, including product knowledge, soft skills, process, and systems training. The BPO Training Manager oversees training needs analysis, creates training calendars, develops training materials, and ensures alignment with client requirements and performance goals. Day-to-day responsibilities include facilitating classes, coaching trainers, tracking training metrics, reporting results to operations and leadership, and implementing continuous improvement initiatives. The role collaborates closely with Operations, Quality, HR, and Client Services to ensure that training drives service excellence, employee engagement, and business outcomes.
Qualifications

• Proven experience in BPO training management or similar leadership role in customer care/contact center environments.
• Strong skills in training design, facilitation, and curriculum development, including use of modern learning methodologies and tools.
• Ability to conduct training needs analysis, define learning objectives, and measure training effectiveness through KPIs and performance data.
• Experience managing and coaching training teams, including trainers and support staff, with a focus on performance and professional growth.
• Excellent communication, presentation, and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
• Solid understanding of BPO operations, quality assurance practices, and customer experience metrics.
• Strong organizational and project management skills, with the ability to handle multiple training programs and deadlines.
• Proficiency in using digital learning platforms, productivity tools, and MS Office or equivalent software.
• Bachelor's degree in Business, Education, Communications, or a related field,