Job description:
We are seeking aLearning and Development Trainerto join our Shared Services Department. The role is responsible for delivering professional and operational training programs that strengthen employee capabilities, enhance performance, and support overall business goals.
Qualifications:
- Bachelor's degree or equivalent BPO experience preferred.
- Minimum of 2 years of training experience in customer service and/or technical accounts.
- Excellent facilitation, communication, and coaching skills.
- Proficient in MS Office (PowerPoint, Excel, Word).
- Flexible to work night shifts, or holidays when needed.
- Certification in Training or Learning & Development is an advantage.
Responsibilities:
- Develop and deliver engaging training programs, materials, and learning resources.
- Conduct needs and gap analyses to identify learning opportunities.
- Facilitate onboarding, pre-process, and skill-based training sessions.
- Collaborate with Operations, Quality, and HR to align training initiatives with business goals.
- Create and update training content, ensuring consistency and quality.
- Conduct refresher and performance-based training for bottom performers.
- Track training progress, gather feedback, and provide periodic performance reports.
- Participate in internal and client calibrations to align learning strategies.
