Call Center Trainer

Loop Contact Solutions; Makati; On-site; PHP 335,000 - 469,000; Full time

Job summary

Loop Contact Solutions in Makati hires a Trainer/Sales Coach to lead onboarding and ramp-up programs for new campaigns. The role requires at least 1 year of call center training experience and strong English communication and presentation skills.

As part of the training team, you will develop materials, track trainee progress, and coordinate with QA/Operations to ensure training aligns with product and process standards, while supporting night shifts onsite in Makati.

Qualifications

• At least 1 year of call center experience as Trainer or Sales Coach.
• BPO experience in sales or customer service campaigns (outbound/inbound).
• Experience launching new accounts is preferred.
• Strong knowledge of Training Needs Analysis and Adult Learning Principles.
• Excellent English communication and presentation skills.
• College graduate or currently in 3rd year of college.

Responsibilities

• Conduct training classes for new account launches, service introductions, and ramp-up programs.
• Conduct remedial training sessions for agents who are not meeting performance targets.
• Develop and maintain training materials including PowerPoint decks, outlines, checklists, guidelines, success measures, and performance targets.
• Track and maintain performance records at agent level including daily, weekly, and end-of-class reports detailing trainee progress, risks, and readiness for deployment.
• Conduct training needs assessments on live campaigns to identify skill gaps and performance challenges.
• Collaborate with QA and Operations teams to align training with operational processes and quality standards.
• Acquire deep knowledge of client products and processes to ensure training relevance.
• Maintain a centralized database of training programs, materials, and records for easy access and audits.
• Other tasks that may be assigned by the manager from time to time.

Skills

Call center experience

BPO experience

Launching new accounts

Training Needs Analysis

Adult Learning Principles

English communication

Presentation skills

Education

College graduate or 3rd year

Job description

• With at least 1 year call center experience as Trainer/Sales Coach
• Must have BPO experience in sales or customer service campaigns (outbound/inbound)
• Preferably with prior experience in launching new accounts
• Has very good knowledge on Training Needs Analysis and Adult Learning Principles
• Excellent English communication and presentation skills, both verbal and written
• College graduate or at least 3rd-year college level
• Amenable to work onsite (Makati) in night shift

Job Description:

• Conduct training classes for new account launches, service introductions, and ramp-up programs
• Conduct remedial training sessions for agents who are not meeting performance targets
• Develop and maintain training materials including PowerPoint decks, outlines, checklists, guidelines, success measures, and performance targets
• Track and maintain performance records at agent level which includes preparing and submitting daily, weekly, and end-of-class reports detailing trainee progress, risks, and readiness for deployment
• Conduct training needs assessments on live campaigns to identify skill gaps and performance challenges
• Collaborate with QA and Operations teams to align training with operational processes and quality standards
• Acquire deep knowledge of client products and processes to ensure training relevance
• Maintain a centralized database of training programs, materials, and records for easy access and audits
• Other tasks that may be assigned by the manager from time to time