BPO Trainer

Private Advertiser; Cavite City; On-site; PHP 300,000 - 460,000; Full time

Benefits offered by this job

Health insurance

Career development

Flexible schedule

Job summary

Private Advertiser in Kawit, Cavite seeks an experienced BPO Trainer to design and deliver training programs for our customer service teams. You will build curricula, run needs assessments, and use LMS tools to ensure staff meet performance and quality standards.

The role requires 3–5 years in training, strong communication, and collaboration with multiple departments. We offer a supportive environment, ongoing development, and competitive compensation.

Qualifications

• Experience in designing and delivering training programs for BPO or contact center teams.
• Strong understanding of BPO operations and quality standards.
• Proficient in utilizing LMS platforms for training delivery and tracking.

Responsibilities

• Design, develop and deliver training programs tailored to BPO roles and customer service processes.
• Conduct needs assessments to identify skill gaps and training requirements.
• Deliver engaging training using classroom, e-learning, hands-on demonstrations, and role-plays.
• Evaluate training effectiveness and implement improvements based on metrics.

Skills

Training design

LMS proficiency

Public speaking

BPO operations

Curriculum development

Education

Bachelor's degree

Training certification

Tools

Articulate 360

Captivate

MS Office

Job description

About the role

We seeking an experienced BPO Trainer to join our team in Kawit, Cavite. This is a full-time position that plays a crucial role in our operations by developing and delivering training programs to our business process outsourcing team members. As a BPO Trainer, you will be instrumental in ensuring our workforce is equipped with the skills, knowledge, and competencies required to deliver exceptional customer service and maintain operational excellence. This role bridges the gap between organizational objectives and employee development, making it essential to our continued success and growth.

Key responsibilities

• Design, develop and deliver comprehensive training programs tailored to various roles within the BPO environment, including technical skills, customer service protocols and compliance requirements
• Conduct needs assessments to identify skill gaps and training requirements across different teams and departments
• Deliver engaging and interactive training sessions utilizing various methodologies, including classroom instruction, e-learning modules, hands‑on demonstrations and role‑playing exercises
• Evaluate training effectiveness through assessments, feedback and performance metrics, making continuous improvements to training content and delivery methods
• Develop and maintain training documentation, materials and resources, including manuals, guides, video content and digital learning modules
• Monitor trainee progress and provide ongoing coaching and mentoring to support employee development and career advancement
• Collaborate with department managers and subject matter experts to ensure training aligns with operational requirements and business objectives
• Track training metrics and prepare comprehensive reports on training outcomes, participation rates and impact on employee performance
• Stay current with industry best practices and emerging trends in BPO training and customer service excellence
• Conduct refresher and advanced training sessions to maintain and enhance employee competencies

What we’re looking for

• Minimum 3-5 years of experience in a training or development role, preferably within a BPO, contact centre or customer service environment
• Proven experience in designing and delivering training programmes to diverse audiences
• Strong knowledge of BPO operations, customer service best practices and quality standards
• Excellent communication and presentation skills with the ability to engage and inspire learners of different backgrounds and learning styles
• Proficiency in using learning management systems (LMS) and other training delivery platforms
• Strong organisational and project management skills with the ability to manage multiple training initiatives simultaneously
• Experience in creating and utilising various training materials and visual aids
• Knowledge of adult learning principles and instructional design methodologies
• Problem‑solving abilities and a proactive approach to addressing training challenges
• Certification in training and development, instructional design or related field is preferred
• Experience with performance management and employee evaluation systems is advantageous
• Familiarity with quality assurance processes in BPO operations is beneficial

What we offer

We are committed to fostering a supportive and dynamic workplace where professional growth is encouraged and valued. We offer competitive remuneration packages that reflect your expertise and experience. Our comprehensive benefits programme includes health and wellness initiatives designed to support your physical and mental wellbeing. We provide ongoing opportunities for professional development and career advancement, recognising that investing in our people is key to our success. We foster a collaborative and inclusive work environment where your contributions are recognised and appreciated. Additionally, we offer flexible working arrangements where possible, and we encourage a healthy work‑life balance to ensure our employees can thrive both professionally and personally.

About us

We are a leading business process outsourcing company dedicated to delivering exceptional customer service solutions to organizations across various industries. Our mission is to empower businesses through innovative BPO services whilst providing rewarding career opportunities to our talented workforce. We pride ourselves on our commitment to quality, continuous improvement and employee development. With a focus on creating a positive workplace culture, we believe our people are our greatest asset. We are committed to fostering an inclusive environment where diversity is celebrated and every team member has the opportunity to grow and succeed. Our values centre on integrity, excellence, teamwork and customer‑centricity, guiding everything we do.