BPO Training Designer & Performance Coach

CP360; Bogotá; Presencial; COP 27.900.000 - 50.220.000; Jornada completa

Descripción de la vacante

ContactPoint360 is seeking a dynamic Trainer to shape our talent development strategy in a fast-paced BPO environment. You will design impactful learning experiences, deliver sessions, monitor performance, and provide data-driven feedback to agents and leaders.

You will conduct weekly and monthly evaluations, use data systems to track progress, and uphold high standards across support channels. This role offers a clear career path with mentorship and opportunities to elevate customer experience.

Formación

• Progressive BPO experience in a similar role.
• Full-cycle training experience: needs analysis, design, delivery, and evaluation.
• Accountability & Perseverance – High

Responsabilidades

• Deliver engaging and effective training sessions to ContactPoint360 employees as assigned by Management.
• Design optimal training plans aligned with campaign goals and company needs.
• Spot key areas for employee development and prioritize training accordingly.
• Identify current and future learning needs to boost performance and productivity.
• Share knowledge that empowers employees to perform at their best.
• Monitor calls as required to ensure service excellence.
• Prepare and analyze both internal and external quality reports.
• Meet weekly and monthly call center evaluation KPIs.
• Use data management systems to track individual and team performance.
• Provide clear, constructive feedback to agents for improvement.
• Offer timely feedback on process issues and propose smart, actionable solutions.
• Assess, recommend, and implement better workflows to enhance customer experience.
• Share insights and reports with the Operations Director, Supervisors, Team Leaders, and team members.
• Set and maintain high standards for communication across all support channels.
• Provide data-driven insights to various internal support teams.
• Uphold and enhance the company’s image in all client-facing interactions.
• Adhere to the assigned work schedule and be available for full-time hours.
• Be available for holidays as required by the employer.
• Experience: Progressive BPO experience in a similar role. Full-cycle training experience: needs analysis, design, delivery, and evaluation.

Conocimientos

Full-cycle training experience

Needs analysis

Delivery skills

Descripción del empleo

ContactPoint360 is seeking a dynamic Trainer to shape our talent development strategy in a fast-paced BPO environment. You will design impactful learning experiences, deliver sessions, monitor performance, and provide data-driven feedback to agents and leaders.

You will conduct weekly and monthly evaluations, use data systems to track progress, and uphold high standards across support channels. This role offers a clear career path with mentorship and opportunities to elevate customer experience.