Call Center Trainer - Build Skills, Elevate Service

Teleperformance; Quezon City; On-site; PHP 250,000 - 450,000; Full time

Job summary

Teleperformance Eastwood in Quezon City, Metro Manila is seeking an experienced Trainer for a full-time role to support pooling operations with high-quality training for new and existing staff. You will design, deliver and evaluate programmes to ensure staff deliver exceptional customer service across teams.

The ideal candidate will have proven training experience in call centres, strong communication and coaching skills, and a solid background in LMS and CRM tools.

Qualifications

• Experience as Trainer/Training Specialist in call centre or customer service.
• Strong understanding of customer service principles and call centre operations.
• Excellent communication, presentation and stakeholder engagement skills.
• Ability to simplify complex information for diverse audiences.
• Experience creating training materials across formats (presentations, docs, e-learning).
• Good organisational and time management to handle multiple cohorts.
• Familiarity with LMS and typical CRM/call centre tools.
• Patient, empathetic coaching style with strong interpersonal skills.
• Bachelor-level education or equivalent experience; certifications preferred.

Responsibilities

• Develop and deliver training programmes for call centre staff, ensuring relevance and engagement.
• Conduct classroom-based and on-the-job sessions for new hires and transfers.
• Assess trainee performance and provide constructive feedback.
• Create and maintain training materials including manuals and e-learning content.
• Monitor training effectiveness using evaluations and improve delivery accordingly.
• Collaborate with operations to identify training needs and adjust programmes.
• Support onboarding and ensure compliance and quality requirements before live operation.
• Maintain training records and documentation for all participants.
• Coach and mentor teammates to foster continuous learning.

Skills

Training experience

Communication skills

Presentation skills

Organisational skills

Coaching abilities

Customer service knowledge

Education

Bachelor's degree in Education, HR, Business or related field

Training & Development / Instructional Design certification (preferred)

Tools

LMS

CRM software

MS Office

Job description

Teleperformance Eastwood in Quezon City, Metro Manila is seeking an experienced Trainer for a full-time role to support pooling operations with high-quality training for new and existing staff. You will design, deliver and evaluate programmes to ensure staff deliver exceptional customer service across teams.

The ideal candidate will have proven training experience in call centres, strong communication and coaching skills, and a solid background in LMS and CRM tools.