BPO TRAINER – SM STA ROSA SITE | ₱30K SIGN-ON BONUS

AFNI PHILIPPINES, INC.; Santa Rosa; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Sign-on bonus

Health benefits

Career development

Paid time off

Training programmes

Diversity & inclusion

Employee assistance

Job summary

AFNI Philippines, Inc. is seeking an experienced BPO Trainer to design, deliver, and evaluate training programs for customer service agents at our SM STA. ROSA/Quezon City site.

The role is full‑time and includes a ₱30,000 sign‑on bonus for the successful candidate. You will develop training materials, deliver engaging sessions, assess trainee performance, and collaborate with operations to improve service quality.

Qualifications

• Minimum 2+ years as a BPO trainer or similar role.
• Strong knowledge of call center ops and QA standards.
• Excellent communication and presentation skills.
• Ability to tailor training to different learning styles.
• Proficient in classroom, role-play, and e-learning delivery.
• Strong organizational and time management abilities.
• Fluent English; Filipino skills are a plus.
• Bachelor’s degree in Education/HR; certification is a plus.

Responsibilities

• Design, develop, and deliver training programs for BPO staff.
• Lead classroom and hands-on sessions aligned with client needs.
• Evaluate trainees and provide constructive feedback.
• Create manuals, presentations, and e-learning content.
• Track training outcomes with tests and metrics.
• Identify skill gaps and implement targeted interventions.
• Maintain training records for audits.
• Coordinate with management to align training with business goals.
• Coach new and existing team members.
• Stay updated on industry best practices.

Skills

BPO trainer

Customer service

Communication skills

Training design

Delivery methods

MS Office / tools

Education

Bachelor's in Education/HR

Training cert (TD/Adult Ed)

Tools

Training management systems

Microsoft Office

Job description

About us

AFNI Philippines, Inc. is a leading business process outsourcing company dedicated to delivering exceptional customer service solutions across diverse industries. We pride ourselves on creating a dynamic and supportive work environment where our employees can develop their careers whilst contributing to the success of our clients and organisation. With a commitment to excellence, innovation, and employee development, AFNI Philippines is the ideal place to build a rewarding career in the BPO sector.

About the role

We are seeking an experienced and passionate BPO Trainer to join our team at our SM STA. ROSA location in Quezon City, Metro Manila. This is a full-time position offering a ₱30,000 sign-on bonus to the successful candidate.

As a BPO Trainer, you will play a crucial role in developing and upskilling our customer service agents and support staff. You will be responsible for designing, delivering, and evaluating training programmes that ensure our teams have the knowledge, skills, and confidence to deliver exceptional customer service. Your expertise and mentorship will directly impact the quality of service we provide to our clients and the professional growth of our employees.

Key responsibilities

• Design, develop, and deliver comprehensive training programmes for BPO agents and support staff across various operational areas
• Conduct classroom and hands‑on training sessions, ensuring content is engaging, relevant, and aligned with client requirements
• Evaluate trainee performance and provide constructive feedback to support their development and improvement
• Create training materials, including manuals, presentations, and online learning resources
• Assess training effectiveness through testing, observation, and performance metrics
• Identify skill gaps within the team and develop targeted training interventions to address deficiencies
• Maintain detailed training records and documentation for compliance and audit purposes
• Collaborate with management and operational teams to ensure training aligns with business objectives and client standards
• Provide ongoing coaching and mentorship to new and existing team members
• Stay current with industry best practices and update training programmes accordingly

What we're looking for

• Proven experience as a BPO Trainer or in a similar training and development role within the customer service or contact centre industry
• Strong knowledge of customer service best practices, call centre operations, and quality assurance standards
• Excellent communication and presentation skills with the ability to engage and motivate diverse groups
• Demonstrated ability to develop and deliver training content tailored to different learning styles and levels
• Proficiency in training delivery methods, including classroom instruction, role‑playing, and e‑learning platforms
• Strong organisational and time management skills with the ability to manage multiple training programmes simultaneously
• Patience, empathy, and a genuine commitment to supporting employee development and success
• Proficiency in using training management systems and Microsoft Office applications
• Ability to work independently and as part of a collaborative team
• Fluent in English; Filipino language proficiency is advantageous
• Bachelor's degree in Education, Human Resources, or a related field is preferred
• Certification in Training and Development or Adult Education is a plus

What we offer

We are committed to providing our employees with a rewarding and supportive workplace. We offer the following benefits:

• Attractive salary package with a ₱30,000 sign‑on bonus
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage
• Career development and advancement opportunities within a growing organisation
• Paid time off, including annual leave and statutory holidays
• Professional training and development programmes to enhance your skills and knowledge
• Supportive and inclusive work environment that values diversity and innovation
• Access to employee assistance programmes and wellness initiatives