Trainer

5 hours ago

Cebu City, Central Visayas, Philippines POS CX Full time
Trainer

Role: Training Specialist at POS CX

Overview

The BPO Trainer is responsible for designing, delivering and evaluating training programs to ensure new hires and existing employees develop the skills and knowledge necessary to perform effectively. The role also involves supporting recruitment, assisting with assessments and ensuring that training materials and camp-specific requirements are properly acquired and communicated.

Responsibilities

Training Delivery

  • Conduct New Hire Training (NHT) and Nesting programs for customer service, sales or technical support.
  • Deliver refresher courses and upskilling sessions based on business needs.

Content Development

  • Develop, update and maintain training materials to align with client requirements and operational changes.
  • Acquire camp-related information and resources from clients and internal teams to ensure accurate content delivery.

Recruitment Support

  • Assist Recruitment Team with technical or language tests for candidates.
  • Participate in interviews as a backup support when needed.

Performance Tracking

  • Monitor trainee progress during training and nesting, providing coaching and feedback.
  • Evaluate training effectiveness through assessments, role plays and performance metrics.
  • Partner with Operations, Quality and HR teams to align training programs with business goals.
  • Provide feedback to management on training gaps and recommend improvements.

Documentation & Reporting

  • Maintain training records, attendance and evaluation reports.
  • Submit weekly/monthly reports on training progress and outcomes.
Qualifications
  • Bachelor's degree preferred or equivalent BPO/Training experience.
  • Minimum 2–3 years of experience as a Trainer in a BPO/Call Center environment.
  • Strong knowledge of customer service, sales, or technical support processes.
  • Excellent communication and presentation skills (English required, Tagalog/other languages a plus).
  • Proficient in MS Office, Learning Management Systems (LMS) and virtual training tools.
  • Strong facilitation and coaching skills with the ability to engage diverse learners.
Key Performance Indicators (KPIs)
  • Training Completion – Deliver all scheduled training programs on time.
  • Pass/Certification Rate – At least 90% of trainees pass NHT & Nesting.
  • Trainee Performance in Production – At least 80% of trainees meet KPIs within first 30–60 days.
Seniorit y level
  • Associate
Employment type
  • Full-time
Job function
  • Training and Education
  • Industries: Outsourcing and Offshoring, Consulting and Telephone Call Centers

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