Trainer – New Hire & Initiative Training

About the role

We are looking for a dynamic Trainer to deliver new‑hire and initiative‑based training in a classroom environment. You will use a variety of teaching methods and media to develop agents, ensure they meet graduation requirements, and support long‑term customer satisfaction.

Key responsibilities

• Deliver classroom training for new hires and ongoing initiatives using diverse instructional methods.
• Provide developmental coaching and feedback to enhance skill development.
• Maintain accurate records of attendance, coaching, development documentation, and corrective actions.
• Develop agents’ performance in customer satisfaction, productivity, and revenue generation.
• Build and maintain relationships with Operations, QA, and other support teams.
• Collaborate with Instructional Design to recommend curriculum changes and new training interventions.

Required profile

• Fluent in verbal and written English.
• Strong multitasking, organizational, detail‑orientation, and time‑management abilities.
• Ability to work effectively in a fast‑paced, team‑oriented environment.
• Maintain high confidentiality with sensitive data.
• Excellent communication, interpersonal, and listening skills.
• Familiarity with standard office equipment and Microsoft Office suite.
• High school diploma (required); Bachelor’s degree (preferred).
• 1‑2 years of training experience in a BPO or call‑center setting.

Required skills

• Microsoft Office (Word, Excel, PowerPoint).
• Instructional Design knowledge.
• Project management fundamentals.
• Online/web‑based training development.

What we offer

• Opportunity to shape the learning experience of a growing BPO workforce.
• Collaborative environment with cross‑functional partners.
• Professional development and coaching opportunities.