BPO Training Leader for Customer Care Excellence

Intelegencia; Antipolo; On-site; PHP 600,000 - 900,000; Full time

Job summary

Intelegencia is seeking a BPO Training Manager for an on-site role in Antipolo to lead training strategy for customer care operations. You will design and deliver programs for new hires and tenured staff, track metrics, and drive continuous improvement in collaboration with Operations and HR.

The role requires hands-on leadership, strong communication, and expertise in training design and delivery within a BPO environment.

Qualifications

• Proven experience in BPO training management or similar leadership role in customer care/contact center environments.
• Strong skills in training design, facilitation, and curriculum development, including use of modern learning methodologies and tools.
• Ability to conduct training needs analysis, define learning objectives, and measure training effectiveness through KPIs and performance data.
• Experience managing and coaching training teams, including trainers and support staff, with a focus on performance and professional growth.
• Excellent communication, presentation, and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders.
• Solid understanding of BPO operations, quality assurance practices, and customer experience metrics.
• Strong organizational and project management skills, with the ability to handle multiple training programs and deadlines.
• Proficiency in using digital learning platforms, productivity tools, and MS Office or equivalent software.

Responsibilities

• Lead training strategy and execution for customer care and BPO operations.
• Design, update, and deliver training programs for new hires and tenured staff.
• Coordinate training calendars, materials, and schedules.
• Track training metrics and report results to operations and leadership.
• Collaborate with Operations, Quality, HR, and Client Services to improve service excellence.

Skills

BPO training management

Training design

Facilitation

Curriculum development

Learning methodologies

Training needs analysis

Learning objectives

KPIs

Performance data

Team coaching

People management

Communication

Presentation skills

Interpersonal skills

BPO operations

QA practices

CX metrics

Project management

Organization

Digital learning platforms

MS Office

Education

Bachelor’s degree in Business, Education, Communications, or a related field

Tools

MS Office

Digital learning platforms

Job description

Intelegencia is seeking a BPO Training Manager for an on-site role in Antipolo to lead training strategy for customer care operations. You will design and deliver programs for new hires and tenured staff, track metrics, and drive continuous improvement in collaboration with Operations and HR.

The role requires hands-on leadership, strong communication, and expertise in training design and delivery within a BPO environment.