BPO Process Trainer

7 days ago

San Fernando, Central Luzon, Philippines Metacom Full time ₱360,000 - ₱480,000 per year

We are looking for an experienced and dynamic Account/Process Trainer to join our BPO team. In this role, you will be responsible for delivering effective and engaging training programs for new hires and existing agents, ensuring they are well-equipped with the knowledge and skills required to support specific client accounts.

You will collaborate closely with Operations, Quality, and Client Services to align training content with business goals and performance standards.

Key Responsibilities:

  • Conduct process training for new hires and cross-training for existing employees.
  • Facilitate client-specific training programs, ensuring full compliance with account standards and requirements.
  • Develop, update, and maintain training materials, manuals, and documentation.
  • Use various training methodologies to deliver content effectively (e.g., classroom, virtual, hands-on).
  • Administer knowledge assessments, certifications, and training evaluations.
  • Monitor and report on training effectiveness, including TNI (Training Needs Identification).
  • Provide floor support and coaching during nesting or post-training phases.
  • Partner with Quality and Operations teams to ensure alignment of training content and performance expectations.
  • Participate in calibration sessions, client meetings, and train-the-trainer programs when necessary.
  • Stay updated on process changes and relay updates through refresher training sessions.

Qualifications:

  • Minimum 1–2 years of experience as a Process or Product Trainer in a BPO or call center environment.
  • In-depth knowledge of BPO operations, especially in customer service, sales, or technical support.
  • Strong facilitation, presentation, and communication skills.
  • Experience in developing and maintaining training materials.
  • Ability to manage a classroom and handle diverse learning styles.
  • Familiar with learning management systems (LMS) and online training tools.
  • Proficient in MS Office (Word, Excel, PowerPoint) and Google Workspace.
  • Amenable to work in shifting schedules, weekends, and holidays as needed.
  • Bachelor's degree in any field is preferred, but not required.

Job Types: Full-time, Permanent, Fixed term

Pay: Php27, Php40,000.00 per month

Benefits:

  • Flexible schedule
  • Flextime
  • On-site parking
  • Paid training
  • Pay raise

Work Location: In person

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