BPO Trainer

About the role

The BPO Trainer will design, deliver and evaluate training programs for new hires and existing agents in a call‑center environment. The role focuses on product knowledge, up‑skilling, language proficiency and performance improvement.

Key responsibilities

• Conduct product, up‑skill and language training for new hires and assess performance against competencies.
• Perform Training Needs Analysis, identify learning gaps and develop targeted training or coaching interventions.
• Facilitate learning using various methods such as instructor‑led sessions, workshops, job aids, virtual meetings and e‑learning.
• Provide post‑training support, follow‑up coaching and regular knowledge checks for frontline staff.
• Create, revise or enhance training modules and curricula specific to the account.
• Generate daily, weekly and monthly training activity reports.
• Track 30‑, 60‑ and 90‑day progress of new hires and recommend action plans based on data.

Required profile

• Bachelor’s degree in any field.
• Minimum 1 year of relevant training experience, preferably in voice and non‑voice BPO accounts.
• Willingness to work on‑site at McKinley (Taguig City) and Gilmore (Quezon City) and to follow shifting schedules, weekends and holidays.
• Training certifications such as CPLP or Train‑the‑Trainer are a plus.

Required skills

• Proficiency with MS Office and Google Workspace.
• Experience using Learning Management Systems (LMS) and other training‑related software.
• Knowledge of adult learning principles, instructional design and curriculum development.