BPO Training Specialist

Type of Support: Training
Contract Duration: Permanent
Work Schedule: 10pm - 7am Manila
Work type and Location: Full Onsite, Taguig (McKinley)
Expected start date: ASAP

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero's world-class outsourcing and human-centered approach with Crescendo's expertise in customer experience and operational excellence, we are redefining the future of CX. Together, we're introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide. As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive. Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

Are you passionate about training? Our business is growing, and we are expanding our support for the company's operations training goals. A successful Dedicated Training Specialist will ensure that the training goals of Partners are supported and achieved. You will support onboarding and enhance the competencies of our associates by designing and conducting training programs that will boost employees' workplace performance in alliance with the Partner's core values. When requested, you will also train the Partner's new hire training classes and/or refresher training classes. You will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials, and managing all phases of training interventions.

• Assisting in creating interactive and engaging instructor-led and online training courses
• Effectively communicate complex concepts related to trust and safety on social media platforms.
• Revising, updating, and maintaining training courses
• Contributing to online instructional design and development standards
• Adhering to Partner brand, image, and style guidelines in training asset development
• Utilizing best practices in Knowledge-Centered Service to develop and maintain a robust and efficient knowledge base for staff and partner consumption
• Scheduling and delivering standard training plans on a defined timeline for Partners and the staff in a virtual environment
• Maintaining current knowledge of Partners' products
• Showing understanding and demonstrating proficiency with various teams' processes and procedures for successful training of staff
• Conducting training evaluations on specified Partner Success teams providing feedback to staff and management

• Fundamental understanding and ability to apply adult learning principles
• Ability to meet tight timelines
• Ability to quickly learn and absorb partner culture, processes, and policies
• Strong presentation and technical writing skills
• Experience designing training programs
• Demonstrated knowledge of instructional design tools
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly, completely, and on time
• Excellent time management and organizational skills
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Ability to partner with quality evaluators and develop strategies to support staff development opportunities
• Willingness to accept coaching to remove barriers to effective working relationships
• Understanding of knowledge center support methodologies to develop a knowledge base that is effective for staff and partner consumption

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Our core values bring intention to our work and set the tone for our culture. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact