Contact Center Trainer: Elevate CX & Agent Performance

Mass Markets; San Fernando; On-site; PHP 279,000 - 614,000; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meals during training

Career growth and learning

Rice allowances

Employee shuttle services

Bonuses

Job summary

Mass Markets in the Philippines is seeking a skilled Contact Center Trainer to deliver high-impact programs for agents across client accounts. You will develop materials, conduct onboarding, and evaluate training effectiveness in both in-person and virtual formats.

Qualified candidates have a Bachelor’s in Education or Communications, 2+ years of BPO training experience, fluent English and Spanish, and proficiency with LMS and CRM tools. We offer growth opportunities and comprehensive benefits.

Qualifications

• Bachelor’s degree in Education or Communications preferred.
• 2+ years as a trainer in a BPO or high-volume contact center.
• Fluent in English and Spanish.
• Experience with LMS and virtual training tools.
• Proficient in Microsoft Office and contact center platforms.

Responsibilities

• Deliver engaging training sessions for new hires and existing agents across multiple client accounts.
• Develop training materials, manuals, and e-learning content tailored to client-specific processes.
• Conduct onboarding, soft skills, product, and systems training in-person and virtually.
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with operations and quality teams to identify training needs and gaps.
• Maintain training records and prepare reports for internal and client stakeholders.
• Stay current with BPO trends and best practices to improve delivery.

Skills

Facilitation

Communication

Interpersonal skills

English

Spanish

LMS experience

CRM knowledge

Microsoft Office

Training delivery

Multitasking

Education

Bachelor's degree in Education or Communications

Tools

LMS

CRM systems

Virtual training tools

Microsoft Office suite

Job description

Mass Markets in the Philippines is seeking a skilled Contact Center Trainer to deliver high-impact programs for agents across client accounts. You will develop materials, conduct onboarding, and evaluate training effectiveness in both in-person and virtual formats.

Qualified candidates have a Bachelor’s in Education or Communications, 2+ years of BPO training experience, fluent English and Spanish, and proficiency with LMS and CRM tools. We offer growth opportunities and comprehensive benefits.