BPO Trainer

Peak Outsourcing; Lapu-Lapu; On-site; PHP 312,000 - 469,000; Full time

Job summary

Peak Outsourcing is seeking a Training and Development professional to lead instructional design initiatives and delivery for its BPO teams. The role focuses on TNA, curriculum development, QA process improvements, and post-training evaluations to ensure employees acquire the required competencies and align with company goals.

Responsibilities include delivering training, analyzing performance data, updating courses, and coaching agents through simulations and feedback.

Qualifications

• At least 1 year of training and development experience in the BPO industry.
• BPO/call centre experience required.
• Proven ability to deliver training and evaluate learning outcomes.

Responsibilities

• Delivers training courses to employees and clients.
• Conducts Training Needs Analysis using QA data and trends.
• Measures retention and understanding through assessments.
• Develops training plans and agenda.
• Maintains training materials database and updates courses.
• Coaches agents with side-by-side evaluations to QA requirements.
• Tests and reviews training materials and conducts knowledge checks.
• Coordinates with departments for process improvements and support.

Skills

Communication skills

Listening

Data analysis

Problem solving

Multitasking

QA calibration

Organisational skills

Public presenting

Education

High school education

Job description

Provide a high level of training and development service to the company and its clients specifically on instructional design (i.e. TNA, curriculum development, continuous TQA process improvement, and post-training evaluations), and on corporate and leadership development program facilitation; ensuring employees are fully equipped with the necessary competencies and work values that will help them to highly perform, thereby helping the company achieve its strategic objectives.

Qualifications:

• At least 1 year of training and development experience in the BPO Industry is required.
• At least High school education level is required.

Role and Responsibilities

• Delivers training courses.
• Training Needs Analysis - Using the QA performance, trending data & other sources of data.
• Conducts assessment to measure retention and understanding.
• Utilizes solid analytical and decision-making skills to assess performance trends and learning needs.
• Identifying training needs by evaluating strengths and weaknesses.
• Prepares training plans and agenda.
• Maintains a database of all training materials
• Instructs employee training and onboarding
• Review employee performance and learning
• Develops or oversees the production of classroom handouts, instructional materials, aids, and manuals. Test and review created materials.
• Prepares and facilitates product knowledge tests.
• Coordinates with other departments for process implementations/improvements.
• Provides support to other departments with training-related needs.
• SBS (Side by side) with agents to evaluate performance
• BPO or call centre industry experience is required.
• Update courses
• Refresher courses
• Skill Enhancement courses
• Call or Chat Time as part of continuous application and exposure for training purposes
• Cover if there is a surge of chats or calls
• Coaching and feedbacking
• Motion Study
• Mock calls or call simulations

INSTRUCTIONAL DESIGN

• Designs and develops Targeted Learning Solutions to close Identified Gaps; strengthening Organizational Capabilities and ensuring that the Organization meets or exceeds its Performance Targets and Business Goals.
• Instructional design certification or formal training is preferred.

TRAINING AUDITS / PROGRAM EVALUATION

Oversees and audits the end-to-end execution and evaluation of all account-specific training, continuous learning sessions, individual/group coaching sessions, etc.

Preferred Skills

• Excellent oral, written, and interpersonal communication skills
• Experience persuading audience and front-line employees to support new initiatives
• Exceptional listening skills
• Problem-solving skills
• Excellent ability to identify and analyze data for trends
• Experience in providing performance feedback
• Ability to multitask and perform in a constantly changing environment
• Experience managing and driving team calibration to QA requirements
• Strong organisational, planning, and prioritisation skills
• Capacity to present oneself professionally in public