Trainer – BPO Telecom Training Specialist

About the role

We are seeking an experienced Trainer to lead new‑hire, product, process, and refresher training programs for a telecom account within a BPO environment. The role involves delivering engaging classroom, virtual, and hands‑on sessions to ensure knowledge retention and operational readiness.

Key responsibilities

• Facilitate onboarding, product, process, systems, and refresher training for telecom account employees.
• Deliver classroom, virtual, and hands‑on training sessions.
• Assess trainee performance through evaluations, certifications, nesting support, and coaching.
• Identify learning gaps and implement targeted interventions.
• Develop, update, and maintain training materials, facilitator guides, and learning resources.
• Partner with Operations, Quality, and Leadership teams to drive performance improvement.
• Conduct coaching and mentoring to enhance product knowledge, soft skills, and customer handling.
• Monitor post‑training performance and recommend development plans.
• Participate in client meetings, calibrations, and training reviews.
• Ensure compliance with account policies, procedures, and regulatory requirements.
• Generate and present training reports, certification results, and learning effectiveness metrics.

Required profile

• Prior experience supporting a telecom account in a BPO setting.
• Minimum 2 years of trainer experience in a BPO environment.
• Strong facilitation, presentation, coaching, and communication skills.
• Experience delivering new‑hire, product, refresher, and upskilling programs.
• Knowledge of adult learning principles, training needs analysis, and learning effectiveness measurement.
• Ability to analyze performance data and translate findings into actionable training interventions.
• Willingness to work onsite and on shifting schedules.

Required skills

• Microsoft Office applications