Trainer

Job Title: Trainer

Department: Training & Development

Location: Lahore

Employment Type: Full-Time-Onsite

Job Summary
We are seeking an experienced and motivated BPO Trainer to design, deliver, and evaluate training programs for new hires and existing employees. The role focuses on improving agent performance, ensuring process compliance, and supporting operational excellence across voice and non-voice campaigns.

Key Responsibilities

• Conduct onboarding and induction training for new BPO agents
• Deliver training on communication skills, customer handling, process knowledge, and systems
• Develop and update training modules, presentations, manuals, and assessments
• Conduct refresher and upskilling sessions based on performance gaps
• Collaborate with Operations and Quality teams to identify training needs
• Monitor trainee progress and provide coaching, feedback, and performance reports
• Ensure adherence to SOPs, compliance standards, and client requirements
• Provide floor support, nesting assistance, and live call coaching
• Maintain accurate training records and documentation

Required Qualifications & Skills

Bachelor’s degree in Business, HR, Communications, or a related field

2–5 years of experience as a Trainer in a BPO / Contact Center environment

Strong knowledge of call center KPIs, QA standards, and customer experience metrics

Excellent communication, presentation, and facilitation skills

Ability to train both voice and non-voice processes

Proficient in MS Office (PowerPoint, Excel, Word)

Strong interpersonal skills with a coaching mindset

Preferred Skills

Experience in international campaigns (US/UK/Australia)

Knowledge of learning management systems (LMS)

Certification in training, coaching, or quality management

Exposure to sales, customer support, or technical support campaigns

Job Type: Full-time

Work Location: In person

Work Location: In person