Trainer | BPO Telco - TP Alphaland

TP; Philippines; On-site; PHP 290,000 - 469,000; Full time

Job summary

TP is seeking an experienced trainer to support Telco accounts within a BPO environment. You will lead New Hire, Product, and Refresher trainings, delivering engaging sessions and coaching for improved performance across shifting onsite schedules.

The role requires strong facilitation, presentation, and data-driven learning interventions, with a focus on learners’ knowledge retention and operational readiness in a fast-paced setting.

Qualifications

• Mandatory: Prior experience supporting a Telco account in a BPO environment.
• At least 2 years of Trainer experience in a BPO setting.
• Strong facilitation, presentation, coaching, and communication skills.
• Experience conducting New Hire Training, Product Training, Refresher Training, and Upskilling Programs.
• Knowledge of adult learning principles, training needs analysis, and learning effectiveness measurement.
• Proficient in Microsoft Office applications, training tools, and reporting.
• Ability to analyze performance data and translate findings into actionable training interventions.
• Experience working with Operations and Quality teams to improve business performance.
• Willing to work onsite and on shifting schedules.

Responsibilities

• Facilitate new hire, product, process, systems, and refresher training programs for Telco account employees.
• Deliver engaging classroom, virtual, and hands-on training sessions to ensure knowledge retention and operational readiness.
• Assess trainee performance through evaluations, certifications, nesting support, and coaching sessions.
• Identify learning gaps and provide targeted interventions to improve employee performance.
• Develop, update, and maintain training materials, facilitator guides, and learning resources based on client and business requirements.
• Partner with Operations, Quality, and Leadership teams to drive performance improvement initiatives.
• Conduct coaching and mentoring sessions to enhance product knowledge, soft skills, and customer handling capabilities.
• Monitor post-training performance and recommend development plans for continuous improvement.
• Participate in client meetings, calibrations, and training reviews to ensure alignment with account expectations.
• Ensure compliance with account policies, procedures, and regulatory requirements.
• Generate and present training reports, certification results, and learning effectiveness metrics to stakeholders.

Skills

Facilitation

Presentation

Coaching

Communication

Adult learning

Needs analysis

MS Office

Training tools

Reporting

New Hire Training

Product Training

Upskilling

Tools

MS Office

Training software

Reporting tools

Job description

• Facilitate new hire, product, process, systems, and refresher training programs for Telco account employees.
• Deliver engaging classroom, virtual, and hands‑on training sessions to ensure knowledge retention and operational readiness.
• Assess trainee performance through evaluations, certifications, nesting support, and coaching sessions.
• Identify learning gaps and provide targeted interventions to improve employee performance.
• Develop, update, and maintain training materials, facilitator guides, and learning resources based on client and business requirements.
• Partner with Operations, Quality, and Leadership teams to drive performance improvement initiatives.
• Conduct coaching and mentoring sessions to enhance product knowledge, soft skills, and customer handling capabilities.
• Monitor post‑training performance and recommend development plans for continuous improvement.
• Participate in client meetings, calibrations, and training reviews to ensure alignment with account expectations.
• Ensure compliance with account policies, procedures, and regulatory requirements.
• Generate and present training reports, certification results, and learning effectiveness metrics to stakeholders.

Qualifications

• Mandatory: Prior experience supporting a Telco account in a BPO environment.
• At least 2 years of Trainer experience in a BPO setting.
• Strong facilitation, presentation, coaching, and communication skills.
• Experience conducting New Hire Training, Product Training, Refresher Training, and Upskilling Programs.
• Knowledge of adult learning principles, training needs analysis, and learning effectiveness measurement.
• Proficient in Microsoft Office applications, training tools, and reporting.
• Ability to analyze performance data and translate findings into actionable training interventions.
• Experience working with Operations and Quality teams to improve business performance.
• Willing to work onsite and on shifting schedules.