Trainer – BPO Training & Development

About the role

The Trainer delivers training programs—including new‑hire onboarding, product knowledge, and process updates—to ensure agents have the skills needed to meet performance metrics and client expectations while fostering continuous learning across multiple accounts.

Key responsibilities

• Conduct training sessions for new hires and existing employees.
• Develop training materials and presentations.
• Assess training needs and identify skill gaps.
• Monitor trainee progress and provide feedback and coaching.
• Evaluate the effectiveness of training programs and recommend improvements.
• Maintain training records and reports.
• Ensure training programs align with company policies and goals.

Required profile

• 1–2 years of experience in a BPO or contact‑center environment.
• Experience in training, coaching, mentoring, or team leadership (preferred).
• College education; a bachelor’s degree is an advantage but not required.
• Strong communication, facilitation, and presentation abilities.
• Ability to coach agents to improve performance.
• Experience with product, process, or soft‑skill training (a plus).
• Capability to manage multiple accounts or programs and adapt materials accordingly.
• Proficiency with Microsoft Office, presentation tools, and virtual training platforms.
• Excellent organization, time‑management, and problem‑solving skills.
• Willingness to work onsite at Robinsons Cybergate 2, Mandalagan, Bacolod City and support shifting schedules if required.

Required skills

• Microsoft Office
• Presentation tools
• Virtual training platforms