Frontline Leadership and Development Trainer

Key Responsibilities

• Facilitate leadership workshops, onboarding programs for new leaders, and continuous development sessions for current frontline management.
• Create and update training materials, case studies, and toolkits tailored to the fast-paced BPO environment.
• Provide one-on-one coaching to new supervisors to help them transition from individual contributors to people managers.
• Partner with Operations and HR to identify leadership skill gaps and measure the impact of training on key metrics (e.g., team attrition, CSAT, KPIs).
• Track training attendance, assessment scores, and post-training performance to report ROI to senior leadership.

Qualifications

• Minimum of 2–3 years of experience as a Leadership/Management Trainer in a BPO environment, OR a proven track record as a high-performing BPO Team Leader with strong facilitation experience.
• Education: Bachelor’s degree in Human Resources, Psychology, Business Administration, or a related field (equivalent work experience also considered).
• Excellent verbal and written communication skills.
• Strong understanding of BPO metrics and performance management frameworks.
• Proficiency in adult learning principles and interactive facilitation techniques.
• Exceptional emotional intelligence, coaching capability, and the ability to adapt to a shifting graveyard shift schedule if required.