BPO Training Manager - Onsite Pasay, Elevate Trainers

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

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.