BPO Training Manager - (Technical Support-SQL Expertise)

This is a full-time, on-site position based in Taguig City, Metro Manila.

What you'll be doing

1. Developing and delivering comprehensive training programmes for new and existing Helpdesk employees
2. Identifying training needs and designing tailored learning solutions to address skill gaps
3. Leading a team of Trainers and ensuring high-quality, engaging training delivery
4. Continuously evaluating and enhancing training materials and methods to improve learner outcomes
5. Collaborating with department heads to align training with business goals and objectives
6. Maintaining training records and reporting on programme effectiveness
7. Providing coaching and mentoring to support the professional development of the Helpdesk team

What we're looking for

1. 5+ years of experience in a BPO training or learning and development role
2. Proven track record of designing and implementing successful training programmes
3. Strong facilitation and presentation skills with the ability to engage diverse audiences
4. Excellent communication and interpersonal skills to work collaboratively with stakeholders
5. Proficient in learning management systems and training technology
6. Degree in Human Resources, Organizational Development or a related field
7. Minimum 3-4 years of training management experience required
8. Minimum 5 years of BPO or call center industry experience required
9. Advanced analytics level SQL proficiency required for learning analytics and performance measurement responsibilities
10. Advanced technical knowledge of APIs and integrations required for technical skills training oversight

Experience

• 2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a related technical operations role.
• Experience in a SaaS environment is strongly preferred; familiarity with API-first platforms, multi-tenant product architectures, and platform lifecycle management is highly valued.
• Demonstrated progression into team leadership, training management, or senior technical enablement responsibilities.
• Track record of building, leading, or significantly scaling a training program — including managing trainers and owning curriculum quality — in a technical, SaaS, or digital advertising organization is a strong advantage.