BPO Training Associate

Lean Solutions Group; Philippines; On-site; PHP 240,000 - 300,000; Full time

Job summary

Lean Solutions Group (LSG) is seeking a Training Associate to deliver high-impact product, process, and soft skills training to new hires and tenured agents across PST time zones. The role connects classroom theory with real-world operations, guiding trainees through foundational learning and the Nesting/Floor Support phase.

You will monitor trainee metrics, administer assessments, and develop action plans to improve performance while aligning with client SLAs and quality standards.

Qualifications

• Education: Bachelor’s degree in Education, Communication, HR, or equivalent.
• 1–2 years as Trainer in a BPO/Contact Center.
• Superior English with neutral accent.
• Strong familiarity with call center ops and KPIs.

Responsibilities

• Deliver ILT and virtual training for onboarding and ongoing upskilling.
• Coach trainees during Nesting phase with live monitoring.
• Maintain training records and update SOPs.
• Collaborate with QA and Ops to address root-cause issues.

Skills

English communication

Call center operations

Adult learning principles

LMS familiarity

Coaching

Education

Bachelor's degree

Tools

LMS

CRM systems

MS Teams

Zoom

Job description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

About the role

Job Summary The Training Associate is responsible for delivering high-impact product, process, and soft skills training to new hires (PST) and tenured agents. This role bridges the gap between classroom theory and operational reality by guiding trainees through foundational learning and the critical Nesting / Floor Support phase. Acting as a coach, mentor, and performance facilitator, the Training Specialist ensures agents meet production SLAs, compliance standards, and quality benchmarks prior to full operational handover.

Key Responsibilities

1. Product, Process & Soft Skills Facilitation

• Deliver instructor-led (ILT) and virtual training for New Hire Onboarding (PST), process updates, upskilling, and cross-training across active client accounts.

• Conduct interactive learning sessions, live call simulations, chat/ticket role-plays, and system navigations to build operational confidence.

• Adapt facilitation techniques to accommodate various adult learning styles and keep energy levels high in dynamic, metric-driven classroom environments.

• Ensure strict adherence to client-specific processes, compliance guidelines, and operational SOPs.

2. Nesting, Floor Support & Coaching

• Lead trainees through the Nesting phase, conducting live call monitoring, real-time side-by-side coaching, and floor support.

• Track individual trainee metrics—including AHT, CSAT, QA scores, and First Contact Resolution (FCR)—to identify performance gaps early.

• Administer daily/weekly quizzes, practical assessments, and nesting evaluations to certify operational readiness before handover to Operations.

• Create structured Action Plans (PIP) for bottom-performing trainees to drive competency and minimize early-stage attrition.

3. Training Administration & Reporting

• Maintain accurate training records, including daily attendance, roster status, coaching logs, and attrition tracking.

• Update training materials, knowledge base articles, and standard operating procedures (SOPs) in alignment with client updates.

• Work with Quality Assurance (QA) and Operations teams to calibrate training delivery based on recurring root-cause quality errors on the floor.

• Provide daily/weekly training status updates to the Training Manager and Client Operations Leads.

Qualifications & Requirements

• Education: Bachelor’s degree in Education, Communication, Human Resources, or equivalent practical experience.

• BPO Experience: Minimum 1–2 years of experience as a Trainer, Assistant Trainer, or Subject Matter Expert (SME) in a BPO / Contact Center environment.

• Communication: Superior English communication skills (verbal, written, and active listening) with strong neutral accent capabilities.

• Floor Operations Understanding: Strong familiarity with call center operations, production KPIs, and the transition from PST to Nesting to Production.

Technical & Operational Skills

• Solid foundation in Adult Learning Principles, ADDIE model, and interactive facilitation techniques.

• Proficiency with Learning Management Systems (LMS), CRM systems, and virtual collaboration tools (MS Teams, Zoom).

• Experience with call monitoring tools, rubric-based QA evaluations, and performance analytics.

Core Competencies

• Operational Focus: Aligns training outcomes with client SLAs, CSAT targets, and floor productivity.

• Coaching & Feedback: Delivers direct, constructive, and empathetic feedback that drives immediate behavioral change.

• Agility & Resilience: Thrives in a fast-paced environment with shifting priorities, rapid process updates, and tight launch schedules.