Training Lead

24 hours ago

Quezon City, National Capital Region, Philippines Probe CX Full time ₱1,200,000 - ₱2,400,000 per year

Job Summary:

We are looking for a dynamic and experienced Training Lead to oversee the design,

delivery, and evaluation of training programs across BPO accounts. The Training Lead will

ensure that new hires and existing employees are equipped with the skills and knowledge

needed to meet performance standards and deliver exceptional customer service.

Key Responsibilities:

  • Lead the planning and execution of onboarding and continuous training programs for
  • agents, team leaders, and support staff.
  • Collaborate with operations and quality teams to identify training needs and
  • performance gaps.
  • Develop and update training materials, modules, and assessments aligned with client
  • requirements and business goals.
  • Facilitate classroom and virtual training sessions using interactive and engaging
  • methods.
  • Monitor training effectiveness through assessments, feedback, and performance
  • metrics.
  • Coach and mentor trainers to ensure consistent delivery and adherence to training
  • standards.
  • Conduct training needs analysis and recommend improvements to enhance learning
  • outcomes.
  • Maintain training records and generate reports for internal and client review.
  • Support client calibration sessions and ensure training content reflects current
  • processes and expectations.
  • Stay updated on industry trends, tools, and best practices in learning and
  • development.

Qualifications:

  • 3+ years of experience in a BPO training role, with at least 1 year in a leadership or
  • supervisory capacity.
  • Strong facilitation, presentation, and instructional design skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in training tools and platforms (e.g., LMS, Zoom, MS Teams, Articulate).
  • Ability to manage multiple training programs and deadlines in a fast-paced environment.
  • Amenable to work onsite in 1880 Building, Eastwood, Quezon City and work on a dyashift schedule

Preferred Skills:

  • Experience with performance coaching and behavioral training.
  • Familiarity with client-specific compliance and operational standards.

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