BPO Trainer

For Both Levels:

• Responsible for conducting product, upskills and language training to new hires and evaluate their performance based on their competencies.
• Assess training needs, determine learning gaps (Training Needs Analysis), recognize learning opportunities, develop and deliver training/coaching to affect performance.
• Effectively facilitate learning using wide variety of delivery methods appropriate to the audience/situation, including: instructor-led-training, workshops, job aids, net meetings and e-learning.
• Provide post-training support, follow up and coaching to frontline employees and team members.
• Perform other tasks that may be required by operations and clients.
• Creation and/or Revision or enhancement of training modules specific to the account.
• Creation and Facilitate training programs that will enhance agent's skills and knowledge about the project.
• Sends daily/weekly/monthly report in regards to training activity.
• Study, Track, and Analyze day progress of new hires and recommend/suggestion action plans based on data gathered.
• Create, Facilitate and Conduct Knowledge Checks on a regular basis to assess agent's knowledge of the product and processes.

Qualifications for Team Lead level:

• College Graduate / Bachelor's degree in any field.
• 2-years solid Trainer Lead experience in a BPO set up (Training new hires and refresher training for tenured agents).
• Handled sales / customer service account.
• Has background in Inbound, Outbound, and Non-Voice services (knowledge on all lines of businesses is a plus).
• Knows how to conduct a Root Cause Analysis.
• Basic Adult Training Delivery and Training Needs Analysis.
• Proficiency in Microsoft Office applications including Excel, PowerPoint and Word
• Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills
• Training certifications (e.g., Certified Professional in Learning and Performance (CPLP), Train-the-Trainer).

Qualifications for Senior Associate level:

• Bachelor's Degree in relevant field (Education, Communication, BSBA),  graduate in any field are welcome to apply.
• Undergraduate who completed 2 years in college are welcome to apply.
• At least 1 year relevant experience as a Trainer in BPO Setup.
• Must have experience supporting technical accounts—basic or advanced.
• Has background in voice and non-voice account.
• Excellent computer skills with MS Office and familiar with Google Suites.
• Proficiency in using Learning Management Systems (LMS) and other training-related software.
• Content / Knowledge Management know-how and familiarity with platforms is a plus.
• In-depth understanding of adult learning principles and training methodologies.
• Hands-on experience with instructional design, curriculum development, and delivering training sessions.
• At least a knowledge in assessing  and determining training needs and recognizing training  opportunities.
• Amenable to work onsite: Ortigas, Pasig City and Gilmore, Quezon City and Mckinley, Taguig City.
• Amenable to work on a shifting schedule, weekends and holidays.

At Transcosmos, our mission is to leverage customer insights to always be client's most trusted partner. As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

Rewarding Career

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally. As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONE

We prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page. This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and Culture

We practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture. It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.