BPO Trainer

IntouchCX; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

IntouchCX is seeking a Training Facilitator to deliver engaging training content to teams and lead classroom sessions with up to 25 participants. You will design curricula, apply creative teaching methods, and measure training impact through assessments and dashboards.

Ideal candidates have 3+ years in contact centers, 2+ years as a BPO trainer, and strong adult-learning knowledge. Night-shift availability in Cubao/Greenhills is required.

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience preferred.
• 3+ years of contact center experience preferred.
• At least 2 years as a BPO Trainer/Training Facilitator.
• Experience in customer service training.
• Knowledge of adult learning principles and applying them to curriculum.
• Coaching and mentoring experience.
• Knowledge of call center systems and performance statistics.
• Strong presentation and communication skills.
• Willingness to work night shift in Cubao/Greenhills San Juan.

Responsibilities

• Deliver training to new and existing employees.
• Develop and deliver training plans and curriculum for classes up to 25 people.
• Use a variety of creative teaching techniques.
• Develop and administer knowledge assessments.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress and effectiveness.
• Stay informed of client products and services.
• Interact with partners to communicate training outcomes and opportunities for development.
• Manage new Trainers and Training Facilitators.

Skills

Presentation skills

Verbal and written communication

Analytical thinking

Problem solving

Rapport building

Coaching and mentoring

Adaptability

Education

BS/BA in Education or Business Administration

Equivalent work experience

Tools

ACD/IVR

Performance metrics

Training tools

Job description

About the role

We are changing the way people think about customer service, and we need your help! As Training Facilitator, you will be responsible for delivering training materials to team members using creative teaching techniques. This role involves delivering training modules and running classes, with a focus on performance-driven innovation in curriculum development.

Key responsibilities

• Provide training to new and existing employees
• Develop and deliver training plans and curriculum to classes of up to 25 people
• Develop and utilize a variety of creative teaching techniques
• Develop and administer knowledge assessment testing
• Assist with QA monitoring, feedback and coaching
• Maintain up-to-date reporting on training progress, effectiveness and improvements
• Stay informed of current client products and services
• Interact with partners, ensuring they understand the training environment, successes and opportunities for development
• Manage new Trainers and Training Facilitators

About you

• BS/BA in Education or Business Administration or equivalent work experience preferred
• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• 3+ years previous contact center experience preferred
• At least 2 years of experience as a BPO Trainer / Training Facilitator
• Experience in customer service training
• Experience in coaching and mentoring
• Knowledge of existing and emerging training methods and tools
• Knowledge of call center systems, ACD/IVR and performance statistics
• Strong verbal and written communication skills, including presentation skills
• Strong analytical and problem solving skills
• Ability to build rapport with clients and interact with team members at various position levels
• Amenable to work night shift and shifting schedule in Cubao and/or Greenhills San Juan