Call Center Trainer

Loop Contact Solutions; Makati; On-site; PHP 391,000 - 536,000; Full time

Job summary

Loop Contact Solutions in Makati is hiring a Trainer/Sales Coach with at least 1 year in a call center environment. You will design and deliver training for new accounts, ramp-up programs, and remedial sessions, ensuring agents meet performance targets.

You’ll develop training materials, track trainee progress, and coordinate with QA/Operations to align with quality standards. Onsite night shift, college graduates preferred.

Qualifications

• Minimum 1 year of call center training experience.
• BPO sales or customer service background (outbound/inbound) preferred.
• Experience launching new accounts is a plus.
• Strong knowledge of Training Needs Analysis and adult learning principles.
• Excellent English communication and presentation skills, oral and written.
• College graduate or 3rd-year college student.
• Willing to work onsite in Makati, night shift.

Responsibilities

• Conduct training classes for new account launches, service introductions and ramp-up programs.
• Conduct remedial training for agents not meeting targets.
• Develop and maintain training materials (PowerPoint decks, outlines, checklists, guidelines).
• Track performance records with daily/weekly/end-of-class trainee progress reports.
• Conduct training needs assessments on live campaigns to identify skill gaps.
• Collaborate with QA and Operations to align training with processes and quality standards.
• Acquire deep knowledge of client products to ensure training relevance.
• Maintain a centralized database of training programs and records.
• Other tasks as assigned by manager.

Skills

Call center training

Sales coaching

BPO experience

Account launches

TNA & Adult learning

English communication

College graduate

Education

College graduate / 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