Trainer | BPO Telco - TP Alphaland

Key Responsibilities

• Facilitate new hire, product, process, systems, and refresher training programs for Telco account employees.
• Deliver engaging classroom, virtual, and hands-on training sessions to ensure knowledge retention and operational readiness.
• Assess trainee performance through evaluations, certifications, nesting support, and coaching sessions.
• Identify learning gaps and provide targeted interventions to improve employee performance.
• Develop, update, and maintain training materials, facilitator guides, and learning resources based on client and business requirements.
• Partner with Operations, Quality, and Leadership teams to drive performance improvement initiatives.
• Conduct coaching and mentoring sessions to enhance product knowledge, soft skills, and customer handling capabilities.
• Monitor post-training performance and recommend development plans for continuous improvement.
• Participate in client meetings, calibrations, and training reviews to ensure alignment with account expectations.
• Ensure compliance with account policies, procedures, and regulatory requirements.
• Generate and present training reports, certification results, and learning effectiveness metrics to stakeholders.

Qualifications

• Mandatory: Prior experience supporting a Telco account in a BPO environment.
• At least 2 years of Trainer experience in a BPO setting.
• Strong facilitation, presentation, coaching, and communication skills.
• Experience conducting New Hire Training, Product Training, Refresher Training, and Upskilling Programs.
• Knowledge of adult learning principles, training needs analysis, and learning effectiveness measurement.
• Proficient in Microsoft Office applications, training tools, and reporting.
• Ability to analyze performance data and translate findings into actionable training interventions.
• Experience working with Operations and Quality teams to improve business performance.
• Willing to work onsite and on shifting schedules.