Trainer – Customer Service & Sales (BPO)

About the role

Full Potential Solutions is seeking a Trainer to develop the skills of its BPO agents in Davao. You will design and deliver training programs that enhance customer service, sales, and process knowledge, helping the team achieve efficiency and competitive advantage.

Key responsibilities

• Conduct FST, PST, and Nesting classes for new hires and existing agents.
• Coach agents to identify and close skill and behavior gaps.
• Collaborate with Recruitment, People & Culture, and Operations to schedule and manage training cohorts.
• Prepare and submit class reports, endorse agents for progression, and record observations for recommendations.
• Deliver training on customer service, sales techniques, and process knowledge.
• Partner with clients to perform training needs analysis, design learning content, and evaluate outcomes.
• Provide operational support by addressing learning gaps that affect performance.
• Manage end‑to‑end training projects from concept through implementation and revision.

Required profile

• 2‑4 years of experience as a Trainer in a BPO environment, preferably handling customer service.
• Strong organizational skills and a positive attitude.
• Ability to convey complex information clearly and motivate learners.

Required skills

• Experience delivering FST, PST, and Nesting training.
• Proficiency in coaching and performance evaluation.
• Knowledge of training needs analysis and learning content development.

What we offer

• Competitive compensation package.
• Medical, dental, and vision benefits.
• Opportunities for rapid career growth within a fast‑growing global company.