BPO Training Manager

ePERFORMAX Contact Centers Corporation; Pasay; On-site; PHP 300,000 - 600,000; Full time

Job summary

ePERFORMAX Contact Centers Corporation is seeking a competent Training Supervisor to implement onboarding plans for facilitators in Pasay. You will mentor trainers, lead coach sessions, and ensure adherence to the COACHing Model while supporting client requirements.

Responsibilities include developing trainer performance, coordinating with teams, and maintaining high standards of product knowledge and facilitation skills, with onsite work in Pasay and flexible schedules.

Qualifications

• 4-year undergraduate degree or equivalent call center experience.
• Experience in a BPO training role is required.
• Willing to work onsite in Pasay; flexible schedules including weekends and holidays.

Responsibilities

• Implement onboarding plans for new facilitators and certify trainers per ePerformax and client requirements.
• Facilitate train the trainer sessions to ensure proper implementation of the training curriculum and continuous education.
• Conduct coaching sessions using the COACHing Model to develop trainer performance.
• Mentor Supervisors and Trainers to support promotions to higher trainer levels.
• Interview trainer candidates and manage rosters to maintain a strong, motivated team.
• Conduct regular class observations to ensure trainers follow the training methodology.
• Lead OJT meetings to discuss performance gaps and action plans to improve graduation pass rates.
• Collaborate with Performance Maximization and Development teams to identify skill gaps among high/low performers.
• Ensure timely delivery of client-initiated courses via proper staff allocation and scheduling.
• Assist in managing the training plan and schedules to meet demand and quality standards.
• Maintain high standards of product knowledge and facilitation skills by conducting at least 1 new hire class per year.
• Participate in weekly/bi-weekly calibration and call listening sessions.
• Model company values of honesty, trustworthiness, truthfulness, and respect in all actions.
• Perform ad hoc tasks to support departmental needs.

Skills

Coaching

Training delivery

Interpersonal skills

MS Office

Report writing

Time management

Presentation skills

Autonomy

Education

Bachelor's degree or equivalent in Communications Arts or Education (preferred)

Tools

MS Office

Job description

Responsibilities:

• Implement the onboarding plan for new facilitators, including the certification of new trainers based on ePerformax and client requirements.
• Facilitate train the trainer sessions to ensure proper implementation of the new hire training curriculum and continuous education courses.
• Facilitate the development of trainer performance by conducting individual coaching sessions using ePerformax’s COACHing Model.
• Effectively mentor Supervisors and Trainers to support promotions to the next trainer level.
• Build a strong team by interviewing trainer candidates and pre-PST Trainees, facilitating coach/TM FGDs, motivating team to prevent attrition, realigning rosters (quarterly), and maintaining an effective working relationship with teammates and other departments.
• Conduct bi-weekly / as-needed class observations to ensure that trainers follow ePerformax’s proprietary training methodology.
• Effectively facilitate OJT Meetings to discuss class performance, identify training and skill gaps, and formulate action plans to increase OJT Graduation pass rates.
• Collaborate with the Performance Maximization and Performance Development Teams to identify the skill gaps observed between high/low performers that will enable employees to maximize performance on key performance metrics.
• Ensure timely delivery of client-initiated continuous education courses (including eLearning and huddles) by ensuring proper staff allocation and coordinating with Workforce Management on scheduling classes.
• Assist in managing the training plan and schedules classes based on staffing guidance, ensuring adequate training resources to meet training demand and maintain quality level.
• Maintain high standards of product knowledge and facilitation skills by conducting at least 1 new hire class per year in the LOB that they support.
• Actively participate in weekly/bi-weekly team and client calibration and call listening sessions.
• Uphold company mission, policies and procedures, and serve as role model to team members by modeling the company’s values of honesty, trustworthiness, truthfulness, and respect in all actions.
• Perform ad hoc tasks to support departmental needs and functions.

Requirements:

• 4-year undergraduate degree (Communications Arts and Education majors preferred) or equivalent call center experience.
• Must have a BPO experience in a similar capacity specializing in training.
• Must be able to work autonomously with minimal instruction, guidance, or supervision on standard performance analyses and projects.
• Strong organizational, presentation, interpersonal and consultative skills.
• Strong verbal and written communication skills.
• Proficient in creating reports and in using MS Office.
• Must be willing to work flexible schedules (including weekends and holidays).
• Must be willing to work onsite in Pasay City.