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
• Training certifications such as Certified Professional in Learning and Performance (CPLP) or Train-the-Trainer

About us

At Transcosmos, our mission is to leverage customer insights to always be client’s most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.