Call Center Trainer

Loop Contact Solutions, Inc.; Makati; On-site; PHP 40,000 - 70,000; Full time

Job summary

Loop Contact Solutions, Inc. in Makati seeks an experienced Training Coach to design and deliver training for new account launches and ramp-ups. You will also conduct remedial sessions for underperforming agents and develop comprehensive training materials.

You will analyze training needs on live campaigns, track agent performance, and prepare detailed reports. Collaboration with QA and Operations ensures training aligns with quality standards and client processes.

Qualifications

• Minimum 1 year call center training/coaching experience.
• Experience in sales or customer service campaigns.
• Strong knowledge of Training Needs Analysis and Adult Learning Principles.
• Excellent English communication and presentation skills.
• On-site Makati night shift availability.

Responsibilities

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

Skills

Call center

Trainer/Coach

Sales campaigns

Customer service

Adult learning

English communication

Education

College degree or college level

Job description

Key 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 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

About you

• At least 1 year call center experience as Trainer/Coach

• BPO experience in sales or customer service campaigns (outbound/inbound)

• Strong knowledge of 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

• Can start immediately

• Amenable to work onsite in Makati in night shift