Virtual Training

1 week ago


Cebu City, Philippines TalentPop App Full time

Overview 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 Strategic Leadership & Program Ownership Your primary mission is to ensure operational excellence through standardized, high-quality, and scalable training programs. 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, evaluating agent readiness and closing 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 environment. Training Management: 2+ years managing a team of trainers, curriculum developers, or quality specialists. eCommerce Tools Mastery: Deep expertise in training on and operating within major eCommerce CRM tools (e.g., Gorgias , Zendesk , Freshdesk , and Shopify ). Remote/Virtual Proficiency: Proven ability to manage large, complex training programs and teams entirely in a virtual setting, leveraging tools like Trainual , Loom , and advanced Zoom features. Analytical Skills: Strong ability to use performance data (KPIs, QA scores) to diagnose training needs and quantify the ROI of learning initiatives. Remote Perks & Professional Growth Full-Time Remote: Enjoy the stability and flexibility of a full-time, Monday–Friday role operating in 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. Job Details Seniority level: Entry level Employment type: Full-time Job function: Management and Manufacturing Industries: IT Services and IT Consulting Get notified about new Operations Manager jobs in Iloilo, Western Visayas, Philippines . #J-18808-Ljbffr


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