BPO Trainer

transcosmos Asia Philippines Inc.; Metro Manila; On-site; PHP 335,000 - 502,000; Full time

Job summary

transcosmos Asia Philippines Inc. is seeking a BPO Trainer to develop, deliver, and maintain training programs for contact center and back-office teams in Metro Manila. The role focuses on new hire and refresher training, certifying learners, and driving quality through assessments and coaching.

Collaboration with operations, QA, and HR ensures training aligns with client goals. The ideal candidate has strong facilitation, communication, and curriculum design skills, with familiarity in LMS

Qualifications

• Strong training facilitation and presentation skills.
• Excellent communication and coaching abilities.
• Experience designing manuals, slides, and assessments.
• Familiarity with contact center KPIs and quality standards.
• On-site work in Metro Manila with flexible scheduling.

Responsibilities

• Deliver, develop, and maintain training programs for contact center and back-office teams.
• Facilitate new hire and refresher training sessions.
• Certify team members before deployment to operations.
• Monitor training effectiveness via assessments and coaching sessions.
• Collaborate with operations leaders, QA, and HR to align content with business goals.
• Prepare training materials and update documentation based on client/process changes.
• Support continuous improvement initiatives across BPO operations.

Skills

Training facilitation

Communication

Curriculum design

Documentation

LMS platforms

MS Office

Team Leader experience

Education

Bachelor's degree preferred

Tools

LMS platforms

MS Office

Collaboration tools

Job description

Company Description

transcosmos Asia Philippines Inc. is a subsidiary of transcosmos inc., a Japan-headquartered company that has been operating since 1966. The company combines skilled people and advanced technology to strengthen client competitiveness through high-quality and valuable business process outsourcing (BPO) services. It delivers cost reduction and sales expansion solutions, including contact center operations, back-office support, system development, big data analysis, digital marketing, and e-commerce services. With 162 locations in 28 countries and services reaching consumers in over 45 countries, transcosmos focuses on operational excellence and global reach. The company aims to be a trusted global BPO partner, providing consistent quality and scalable services for clients worldwide.

Role Description

The BPO Trainer is responsible for developing, delivering, and maintaining training programs for contact center and back-office team members to ensure high performance and service quality. This full-time, on-site role is based in Metro Manila and involves facilitating new hire and refresher training, conducting product and process trainings, and certifying team members before deployment to operations. The Trainer monitors training effectiveness through assessments, coaching sessions, and performance metrics, and collaborates closely with operations leaders, quality assurance, and HR to align training content with business goals. Daily activities include preparing training materials, updating documentation based on client and process changes, providing feedback to learners, and supporting continuous improvement initiatives across the BPO operations.

Qualifications

• Strong training facilitation and presentation skills, with experience leading classroom and small-group sessions in a BPO or contact center environment.
• Excellent communication, coaching, and interpersonal skills, with the ability to engage diverse teams and provide constructive feedback.
• Proficiency in curriculum design, training needs analysis, and creating learning materials such as manuals, slides, and assessments.
• Good analytical and documentation skills, including the ability to track training outcomes, interpret performance data, and recommend improvements.
• Familiarity with contact center workflows, KPIs, and quality standards; prior experience as a Team Leader, QA, or Senior Agent is an advantage.
• Comfortable using digital tools and office productivity software (e.g., LMS platforms, MS Office, collaboration tools).
• Bachelor's degree in any field is preferred, or equivalent work experience in training, BPO operations, or customer service.
• Willingness to work on-site in Metro Manila and to support flexible schedules based on client and operational requirements.