BPO Trainer - TP Baguio

Teleperformance; Baguio; On-site; PHP 520,000 - 780,000; Full time

Job summary

Teleperformance in the Philippines seeks a Training and Development Specialist to design comprehensive curricula and deliver engaging sessions for new hires and existing staff. You will assess learning outcomes, coach employees, and maintain detailed training records to drive continuous improvement.

The role requires a solid background in instructional design within BPO or customer service, strong communication skills, and proficiency with LMS tools.

Qualifications

• Proven experience in training delivery or instructional design in BPO or similar.
• Strong knowledge of BPO operations and industry standards.
• Excellent communication and presentation skills.
• Experience with LMS and training software.

Responsibilities

• Design and develop training curricula and materials for BPO operations.
• Deliver engaging training sessions to new hires and staff.
• Assess trainee performance and provide corrective coaching.
• Maintain training records and track progress.
• Collaborate with operations to identify evolving training needs.
• Conduct needs analysis and gap assessments for departments.

Skills

Training delivery

Instructional design

Employee development

LMS

Project management

Communication

Adult learning

BPO knowledge

Stakeholder engagement

Presentation

Education

Bachelor's degree in HR/ID/EDU

Tools

Articulate 360

MS Office

Job description

Key responsibilities

• Design and develop comprehensive training curricula and learning materials tailored to BPO operations, client requirements, and role-specific competencies
• Deliver engaging and interactive training sessions to new hires and existing employees, utilizing various training methodologies and instructional techniques
• Assess trainee performance and comprehension through evaluations, quizzes, and practical exercises to ensure learning objectives are achieved
• Provide ongoing coaching and mentoring to support employee development and skill enhancement
• Maintain detailed training records and documentation, tracking trainee progress and identifying areas for improvement
• Collaborate with operational teams to understand evolving training needs and stay current with industry best practices and client specifications
• Conduct needs analysis and gap assessments to identify training requirements across different departments and roles
• Prepare training schedules, coordinate training logistics, and ensure all necessary materials and resources are available
• Gather feedback from trainees and stakeholders to continuously improve training programmes and delivery methods

What we're looking for

• Proven experience in training delivery, instructional design, or employee development, preferably within a BPO, contact centre, or customer service environment
• Strong knowledge of BPO operations, processes, and industry standards
• Excellent communication and presentation skills with the ability to engage diverse audiences and adapt communication style to different learning needs
• Demonstrated ability to design and develop training materials using various tools and formats (presentations, videos, manuals, e-learning modules)
• Sound understanding of adult learning principles and training methodologies
• Strong organizational and project management skills with the ability to manage multiple training programmes simultaneously
• Proficiency in learning management systems (LMS) and training-related software
• Ability to assess training effectiveness and use data to drive continuous improvement
• Patience, empathy, and a genuine commitment to employee development and success
• Bachelor's degree in Human Resources, Instructional Design, Education, or related field is preferred
• Relevant training certifications (such as ICAP, ATD, or similar) are advantageous