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Call Center Trainer

2 weeks ago

San Fernando, Central Luzon, Philippines Speed Commerce Full time ₱450,000 - ₱540,000 per year

As we continue to scale our operations, we are looking for a dynamic Call Center Trainer in our Pampanga office to lead the onboarding and continuous development of our associates, ensuring alignment with client expectations, performance goals, and quality standards.

Training Development & Delivery

  • Lead and deliver new hire onboarding, product training, and process refreshers across voice, chat, and email.
  • Design and deliver blended learning modules using e-learning tools and interactive content.
  • Train using SCORM-compliant materials and authoring tools such as Articulate, Adobe Captivate, or similar.

Knowledge Base & Content Management

  • Own the creation, maintenance, and governance of internal and client-facing knowledge base articles and SOPs.
  • Work closely with operations, QA, and SMEs to ensure accuracy and version control of content.

Learning Technology & Automation

  • Manage and maintain the LMS, including course creation, user management, tracking, and reporting.
  • Leverage AI tools and training automation to streamline content delivery and optimize training timelines.
  • Monitor learner engagement and effectiveness using analytics dashboards and LMS data.

Strategic Training Initiatives

  • Partner with WFM, QA, and Operations to identify performance gaps and recommend scalable learning solutions.
  • Support new program launches and product changes by rapidly developing and rolling out training plans.
  • Lead upskilling programs for senior agents, SMEs, and leadership development pipelines.

What We're Looking For:

  • 3+ years of experience in call center or BPO training, including content creation and training delivery.
  • Hands-on experience with LMS administration (e.g., WorkRamp, SAP Litmos, TalentLMS, etc.).
  • Experience using SCORM authoring tools (Articulate, Captivate, iSpring, etc.).
  • Familiarity with AI training tools, chatbots, or learning automation platforms is a strong plus.
  • Excellent facilitation and coaching skills—confident with both live classroom and virtual settings.
  • Exceptional organizational skills and comfort managing training across multiple programs.
  • High attention to detail in content creation, scheduling, and compliance documentation.

Job Type: Full-time

Pay: Php40, Php45,000.00 per month

Benefits:

  • Health insurance
  • Promotion to permanent employee

Work Location: In person