BPO Training & Nesting Coach

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

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.