Trainer | TELCO

About the role

Facilitate New Hire Training, Product Training, Process Training, and Refresher Training for Telco account employees. Train agents on telecommunications products and services, including mobile, internet, billing, plans, upgrades, troubleshooting, retention, and customer service processes. Conduct classroom, virtual, and hands-on training sessions using approved training materials.

Key responsibilities

• Facilitate New Hire Training, Product Training, Process Training, and Refresher Training for Telco account employees
• Train agents on telecommunications products and services, including mobile, internet, billing, plans, upgrades, troubleshooting, retention, and customer service processes
• Conduct classroom, virtual, and hands-on training sessions using approved training materials
• Assess trainee performance through quizzes, examinations, role plays, simulations, and practical assessments
• Monitor trainee progress and provide coaching and feedback to improve performance
• Prepare trainees for nesting and production endorsement and ensure required certification standards are met

About you

• Bachelor's degree preferred but not required, depending on relevant experience
• At least 1–2 years of BPO training experience, preferably handling a Telco account
• Strong knowledge of customer service, sales, billing, technical support, or retention processes within a telecommunications environment
• Excellent communication, presentation, facilitation, and coaching skills
• Strong interpersonal and stakeholder-management skills
• Proficient in Microsoft Office/Google Workspace and virtual training platforms
• Comfortable working in a fast-paced BPO environment and handling shifting schedules
• Amenable to onsite work and night/graveyard shifts, when required