Operations Training Lead: Onboarding & Coaching

BPO; Taguig; On-site; PHP 279,000 - 502,000; Full time

Job summary

BPO is seeking an Operations Trainer to empower agents with the knowledge and skills needed for success. You will deliver engaging sessions using client curricula, adapt to diverse learning styles, and supervise agents during product training to ensure attendance and performance.

You will collaborate with Operations leaders to ensure a smooth classroom-to-operations transition and provide targeted coaching to close performance gaps.

Qualifications

• Strong product knowledge and customer service expertise.
• Strong presentation and public speaking skills.
• General knowledge of adult learning principles.
• Ability to identify training challenges and address them through targeted interventions.
• Ability to manage a team during training.
• Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgments.

Responsibilities

• Oversee the onboarding of agents ensuring required system access for training, and training room set up.
• Deliver engaging and effective training sessions on products and systems to new and existing agents, utilizing various methodologies and technologies.
• Monitor attendance and performance of a group of agents during training recommending their transition to production or termination.
• Support the transitions from classroom to on-the job training and then to the operations floor by giving feedback and developing action plans to enhance an agent's performance when necessary.
• Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching/ training.
• Support complex customer issues/ escalations when required by the account.
• Stay up to date as required by account (taking operations calls or other defined).

Skills

Product knowledge

Public speaking

Adult learning

Coaching

Team management

Training delivery

Job description

BPO is seeking an Operations Trainer to empower agents with the knowledge and skills needed for success. You will deliver engaging sessions using client curricula, adapt to diverse learning styles, and supervise agents during product training to ensure attendance and performance.

You will collaborate with Operations leaders to ensure a smooth classroom-to-operations transition and provide targeted coaching to close performance gaps.