Virtual Training

4 weeks ago

Imus, Philippines TalentPop App Full time

Overview Virtual Training & BPO Operations Manager The Opportunity: Shape the Future of Service Delivery Are you a proven leader in the Business Process Outsourcing (BPO) and training space, ready to manage and scale a high-performing global training program? We're seeking a Virtual Training & BPO Operations Manager to own the learning strategy for our frontline customer service teams across multiple BPO partnerships and client programs. This is a strategic leadership role where your expertise will directly impact service quality, agent retention, and client success. You won't just train; you will manage the entire lifecycle of learning and quality assurance within a rapidly growing BPO ecosystem. What You'll Be Doing Training Strategy and Management: Design, implement, and oversee all virtual training programs, managing schedules, resources, and trainers across various client accounts and BPO sites. Curriculum Standardization: Develop a consistent, world-class training curriculum and toolkit that can be rapidly deployed and customized for new client launches, focusing heavily on modern platforms like Gorgias, Shopify, Zendesk, and Freshdesk. Performance and Quality Oversight: Collaborate closely with BPO partners and QA teams to establish KPIs for training effectiveness, evaluate agent readiness, and close performance gaps post-training. New Program Onboarding: Lead the training and knowledge transfer phase for all new client integrations, acting as the subject matter expert (SME) to ensure seamless and efficient agent certification. Virtual Facilitation & Coaching: Maintain a hands-on presence by personally leading strategic, advanced training, coaching BPO trainers, and modeling best practices for virtual delivery via platforms like Zoom. What We're Looking For: Expertise & Experience BPO Leadership Experience: 3+ years in a Training Manager, Program Manager, or Operations Management role within a BPO. Training Management: 2+ years managing a team of trainers, curriculum developers, or quality specialists. eCommerce Tools Mastery: Experience training on and operating major eCommerce CRM tools (e.g., Gorgias, Zendesk, Freshdesk, and Shopify). Remote/Virtual Proficiency: Ability to manage large, complex training programs and teams entirely in a virtual setting, using tools like Trainual, Loom, and advanced Zoom features. Analytical Skills: Ability to use performance data (KPIs, QA scores) to diagnose training needs and quantify ROI of learning initiatives. Remote Perks & Professional Growth Full-Time Remote: Monday–Friday role operating on US PST Time Zone. Impactful Leadership: Direct ownership of a critical function with visibility into overall company strategy and growth. Compensation: Competitive salary, performance-based bonuses, and a choice between comprehensive health/dental insurance or a monthly health stipend. Development: Dedicated budget for professional development and a clear pathway to scaling your career within our high-growth company. If you're ready to drive the operational excellence of a world-class, virtual BPO model, apply now. Seniority level Entry level Employment type Full-time Job function Management and Manufacturing Industries IT Services and IT Consulting Referrals increase your chances of interviewing at TalentPop App by 2x Get notified about new Operations Manager jobs in Cagayan De Oro City, Northern Mindanao, Philippines. #J-18808-Ljbffr

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