Trainer - TELCO

About the role

The Trainer is responsible for delivering effective training programs for employees supporting a telecommunications account. The role ensures that new hires and existing employees are equipped with the necessary product knowledge, customer service skills, systems proficiency, and process understanding to meet operational and client expectations.

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
• Identify knowledge and skill gaps and recommend appropriate refresher or intervention programs
• Collaborate with Operations, Quality, Workforce, and other stakeholders to address performance and training needs
• Maintain accurate training attendance, assessment scores, certification results, and other training documentation
• Update and improve training materials based on process changes, client requirements, and operational feedback

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