Trainer – Sales Account (BPO) – Cubao

About the role

We are seeking an experienced Trainer to lead the Sales Account training program at our Spark Place facility in Cubao. The role involves delivering classroom and virtual training, monitoring trainee progress, and ensuring agents meet performance standards before moving to production.

Key responsibilities

• Provide day‑to‑day functional direction to agents in the training classroom, monitor progress, and give coaching and feedback.
• Design and deliver training sessions using adult learning techniques, presentations, hands‑on demos, and various delivery modalities.
• Prepare and present training materials, job aids, and classroom activities.
• Meet individual training performance metrics and KPIs such as throughput, attrition, nesting targets, and MSV.
• Partner with Operations to transition agents from training to production, ensuring competency standards.
• Maintain up‑to‑date product knowledge by taking calls, attending client meetings, and observing side‑by‑side.
• Communicate consistently with managers, peers, and client contacts; conduct team huddles and performance trend analysis.
• Support instructional design in creating computer‑based training, interactive classroom modules, and written aids.
• Measure training effectiveness through surveys, focus groups, and interviews; recommend curriculum improvements.
• Monitor trainee performance during nesting, handle calls/emails, and perform root‑cause analysis on defects.

Required profile

• Proven sales experience in a BPO environment.
• Strong communication, analytical and interpersonal abilities.
• Ability to coach, give constructive feedback and manage flexible shift schedules.
• Good knowledge of company policies and customer service standards.
• Comfortable delivering both classroom and virtual training sessions.
• Ability to work collaboratively with operations, managers and clients.

Required skills