Virtual Training

6 days ago

Pasay, 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 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 on platforms like Gorgias, Shopify, Zendesk, and Freshdesk. Performance and Quality Oversight: Collaborate with BPO partners and Quality Assurance (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 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 major eCommerce CRM tools (e.g., Gorgias, Zendesk, Freshdesk, Shopify). Remote/Virtual Proficiency: Proven ability to manage large, complex training programs and teams entirely virtually, 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: A full-time, Monday–Friday role operating on US PST Time Zone. Impactful Leadership: Direct ownership of a critical function with visibility into 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. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

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