Virtual Training

2 weeks ago

Manila, National Capital Region, Philippines TalentPop App Full time ₱1,200,000 - ₱2,400,000 per year

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 won't just train; 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 heavily on modern platforms like Gorgias, Shopify, Zendesk, and Freshdesk.
  • Performance and Quality Oversight: Collaborate closely with BPO partners and Quality Assurance (QA) teams to establish key performance indicators (KPIs) for training effectiveness, evaluating agent readiness and closing 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 of experience in a Training Manager, Program Manager, or Operations Management role within a BPO environment is required.
  • Training Management: 2+ years managing a team of trainers, curriculum developers, or quality specialists.
  • eCommerce Tools Mastery: Deep, demonstrable expertise in training on and operating within major eCommerce Customer Relationship Management (CRM) tools (e.g., Gorgias, Zendesk, Freshdesk, and Shopify).
  • Remote/Virtual Proficiency: Proven ability to manage large, complex training programs and teams entirely in a virtual setting, 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: Enjoy the stability and flexibility of a full-time, Monday–Friday role operating on US PST Time Zone.
  • Impactful Leadership: Direct ownership of a critical function with visibility into overall 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.

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