BPO Training Lead | Skill Development & Coaching

RSD Human Resource Management Consultancy; Parañaque; On-site; PHP 300,000 - 420,000; Full time

Job summary

RSD Human Resource Management Consultancy is seeking a dedicated BPO Trainer to design and deliver training programs for new hires and existing staff in Parañaque. The role emphasizes product knowledge, process training, and customer service skills, with responsibilities for materials, sessions, and performance feedback.

The trainer will collaborate with operations, quality, and HR teams to align content with business goals, update modules based on data, and maintain accurate training records,

Qualifications

• Experience in training or coaching within a BPO or contact center environment.
• Strong communication and presentation skills; ability to explain complex information clearly.
• Proficiency in designing training materials, using basic office and presentation software, and managing training schedules.
• Ability to assess learner performance, provide constructive feedback, and adapt training methods to different learning styles.
• Solid understanding of customer service principles, call handling processes, and performance metrics in BPO operations.
• Strong organizational and time-management skills, with attention to detail and accuracy in documentation and reporting.
• Ability to work collaboratively with operations, quality, and HR teams, and to build rapport with diverse groups of trainees.
• Previous experience as a BPO agent, team leader, or trainer is highly preferred; familiarity with multiple BPO accounts or domains is an advantage.
• Willingness to work on-site in Parañaque and to follow shifting schedules as required by business operations.
• Bachelor's degree in any field is preferred, but candidates with relevant experience and training expertise are encouraged to apply.

Responsibilities

• Design and deliver training programs for new hires and existing staff.
• Create training materials and facilitate classroom and small-group sessions.
• Assess trainee performance and provide coaching and feedback to support skill development.
• Coordinate with operations and quality teams to align training content with business objectives.
• Update modules based on performance data or client requirements.
• Maintain accurate training records and reports.
• Foster a positive learning environment and contribute to continuous improvement initiatives.

Skills

Training delivery

Facilitation

Coaching

Presentation skills

Communication

Documentation

Scheduling

Team collaboration

Education

Bachelor's degree

Tools

MS Office

Job description

RSD Human Resource Management Consultancy is seeking a dedicated BPO Trainer to design and deliver training programs for new hires and existing staff in Parañaque. The role emphasizes product knowledge, process training, and customer service skills, with responsibilities for materials, sessions, and performance feedback.

The trainer will collaborate with operations, quality, and HR teams to align content with business goals, update modules based on data, and maintain accurate training records,