BPO Trainer

About the role

We are changing the way people think about customer service, and we need your help! As Training Facilitator, you will be responsible for delivering training materials to team members using creative teaching techniques. This role involves delivering training modules and running classes, with a focus on performance-driven innovation in curriculum development.

Key responsibilities

• Provide training to new and existing employees
• Develop and deliver training plans and curriculum to classes of up to 25 people
• Develop and utilize a variety of creative teaching techniques
• Develop and administer knowledge assessment testing
• Assist with QA monitoring, feedback and coaching
• Maintain up-to-date reporting on training progress, effectiveness and improvements
• Stay informed of current client products and services
• Interact with partners, ensuring they understand the training environment, successes and opportunities for development
• Manage new Trainers and Training Facilitators

About you

• BS/BA in Education or Business Administration or equivalent work experience preferred
• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• 3+ years previous contact center experience preferred
• At least 2 years of experience as a BPO Trainer / Training Facilitator
• Experience in customer service training
• Experience in coaching and mentoring
• Knowledge of existing and emerging training methods and tools
• Knowledge of call center systems, ACD/IVR and performance statistics
• Strong verbal and written communication skills, including presentation skills
• Strong analytical and problem solving skills
• Ability to build rapport with clients and interact with team members at various position levels
• Amenable to work night shift and shifting schedule in Cubao and/or Greenhills San Juan