BPO Trainer

5 days ago

Cebu City, Central Visayas, Philippines KuddleandCo Full time ₱104,000 - ₱130,878 per year

Key Responsibilities:

Training Delivery & Program Facilitation:

  • Develop and deliver comprehensive product training sessions for new hires and existing customer service agents.
  • Utilize various training methods (e.g., workshops, role-playing, e-learning) to engage trainees and enhance their learning experience.
  • Ensure all training programs are aligned with company objectives, customer service standards, and product knowledge requirements.

Needs Assessment & Program Development:

  • Assess training needs by collaborating with team leaders and management to identify gaps in product knowledge or skills.
  • Design and update training materials, including manuals, PowerPoint presentations, and reference guides, based on the latest product updates and feedback.
  • Customize training programs to meet the specific needs of the team or organization.

Evaluation & Feedback:

  • Assess the effectiveness of training programs through participant feedback, quizzes, and post-training evaluations.
  • Track and report on the performance of trainees, adjusting training methods to address challenges and improve knowledge retention.
  • Provide ongoing feedback to trainees and management to support continuous improvement in product knowledge and customer service skills.

Coaching & Mentorship:

  • Offer one-on-one coaching sessions to agents who need additional support in applying product knowledge to their roles.
  • Assist in mentoring new trainers or junior staff, sharing training techniques and best practices to enhance their effectiveness.

Training Documentation & Reporting:

  • Maintain accurate records of training activities, including attendance, completion rates, and assessment results.
  • Prepare and present detailed reports on training outcomes, challenges, and recommendations for improvement.
  • Collaborate with the management team to align training goals with company objectives.

Collaboration with Other Teams:

  • Work closely with HR, Operations, and other departments to ensure training programs align with organizational goals.
  • Communicate with management and team leaders to gather feedback on the performance of agents post-training and identify areas for further development.

Skills and Qualifications:

Education: College graduate (Bachelor's degree in any field preferred).

Experience: 2-3 years of experience in BPO training, product training, or a similar role.

  • Strong presentation, facilitation, and communication skills.
  • In-depth understanding of BPO operations and customer service processes.
  • Ability to create engaging and informative training materials.
  • Strong problem-solving and analytical skills to assess training effectiveness.
  • Proficiency with learning management systems (LMS) and e-learning tools.
  • Ability to manage multiple training sessions and meet deadlines.
  • Strong interpersonal skills and the ability to work well with diverse teams.

Personal Attributes:

  • Passionate about training and employee development.
  • Patient, approachable, and supportive when giving feedback.
  • Detail-oriented with excellent organizational skills.
  • Adaptable and flexible to meet the evolving needs of the business.
  • Ability to motivate and inspire others through effective training techniques

Job Types: Full-time, Permanent

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