Role Overview
We are looking for a passionate and results-driven BPO Trainer to join our Learning & Development team. In this role, you will design and deliver impactful training programs that prepare customer service and back-office professionals to succeed in a fast-paced, client-driven
environment. This role partners closely with Operations, Quality, and Workforce teams to ensure new hires and tenured staff are equipped with the knowledge, skills, and behaviors required to meet client expectations, SLAs, and business outcomes. The ideal candidate is a dynamic facilitator, instructional design expert, and operationally grounded training professional with experience in
both voice and non-voice programs.
Key Responsibilities
Training Delivery & Facilitation:
- Facilitate New Hire Training, Product/Process training, systems training, and behavioral skills workshops for customer
- service and back-office teams.
- Deliver training through multiple modalities: instructor-led, virtual, blended, and on-the-job learning (OJT).
- Drive learner engagement using adult learning principles, interactive activities, and real-world scenarios.
Training Design & Development:
- Design, update, and maintain training materials including:
- Facilitators guide
- Lerner workbooks
- SOPs and Job Aids
- Assessments and Certification tools
- Translate complex processes, policies, and systems into clear, agent-friendly training content
- Align training materials with client requirements, compliance standards, and operational metrics
Performance & Capability Building:
- Conduct Training Needs Analysis (TNA) in collaboration with Operations, Quality, and SMEs
- Provide refresher training, upskilling sessions, and remediation plans based on performance gaps
- Support nesting and transition by coaching agents and partnering with Team Leaders
Stakeholder Collaboration:
Partner with:
- Operations to ensure training alignment with floor realities
- Quality to address defect drivers and improve CSAT and Quality accuracy
- Client for content validation and certification
- Participate in calibration sessions to align training, quality, and operational expectations
Qualifications
- At least 2nd year college level or a bachelor's degree
- Experience handling multiple accounts or ramp programs
- Exposure to client-facing training sessions or audits
- Knowledge of adult learning theories and facilitation best practices
Experience:
- At least 2 years of experience as a Trainer, Learning Facilitator, or similar role
Hands-on practice supporting:
- Customer Service (Voice/Chat/Email) programs
- Non-Voice Operations (Case Management, Data Handling)
Technical Skills:
- Strong facilitation, presentation, and communication skills
- Solid understanding of contact center operations
- Proficient in MS Office, Excel, Power Point, and familiarity of LMS platforms
- Ability to simplify complex processes into practical, learner-friendly content
- Strong coaching mindset and passion for people development
