Onboarding & Nesting Training Specialist

Lean Solutions Group; Makati; On-site; PHP 420,000 - 640,000; Full time

Job summary

Lean Solutions Group is hiring a Training Associate in Makati to deliver onboarding and ongoing training for new hires and tenured agents. You will bridge classroom learning with real-world operations, coaching trainees through nesting and performance improvement plans.

Your role includes administering training sessions, tracking metrics like AHT and QA, and updating materials to reflect client changes, ensuring adherence to SOPs and quality standards.

Qualifications

• Bachelor’s degree in Education, Communications, HR or related field.
• 1–2 years BPO/training experience in a fast-paced contact center.
• Superior English communication skills, verbal and written.
• Familiarity with call center operations and KPI targets.

Responsibilities

• Deliver instructor-led and virtual training for new hires and upskilling.
• Lead nesting, floor coaching, and real-time performance feedback.
• Maintain training records,Attendance and QA data, and update SOPs.
• Collaborate with QA and Operations to calibrate training based on gaps.

Skills

English communication

Adult learning principles

Coaching

Feedback

Agility

Education

Bachelor’s degree in Education or related

Tools

LMS

CRM systems

MS Teams

Zoom

Job description

Lean Solutions Group is hiring a Training Associate in Makati to deliver onboarding and ongoing training for new hires and tenured agents. You will bridge classroom learning with real-world operations, coaching trainees through nesting and performance improvement plans.

Your role includes administering training sessions, tracking metrics like AHT and QA, and updating materials to reflect client changes, ensuring adherence to SOPs and quality standards.