Trainer | TELCO

Swift-up; Pampanga; On-site; PHP 279,000 - 502,000; Full time

Job summary

Swift-up in the Philippines invites an experienced Training Facilitator to coordinate and deliver New Hire Training, Product, Process, and Refresher trainings for Telco account employees. You'll train agents on mobile, internet, billing, plans, upgrades, troubleshooting, retention, and customer service processes through classroom, virtual and hands-on sessions.

Ideal candidates have a Bachelor's degree (or relevant experience) and 1–2 years in BPO training, with strong communication,

Qualifications

• Bachelor's degree preferred but not required, depending on relevant experience.
• At least 1–2 years of BPO training experience, preferably handling a Telco account.
• Strong knowledge of customer service, sales, billing, technical support, or retention processes in telecommunications.
• Excellent communication, presentation, facilitation and coaching skills.
• Strong interpersonal and stakeholder-management abilities.
• Proficient with Microsoft Office/Google Workspace and virtual training platforms.
• Comfortable in a fast-paced BPO environment with shifting schedules.
• Amenable to onsite work and occasional night shifts.

Responsibilities

• Facilitate New Hire Training, Product, Process and Refresher Training for Telco staff.
• Train agents on telecommunications products and services, including mobile, internet, billing, plans and troubleshooting.
• Conduct classroom, virtual and hands-on training sessions using approved materials.
• Assess trainee performance through quizzes, role plays, simulations and practicals.
• Monitor progress and provide coaching to improve performance.
• Prepare trainees for nesting and production endorsement ensuring certification standards are met.

Skills

Communication

Presentation

Facilitation

Coaching

Interpersonal skills

Stakeholder management

MS Office / Google Workspace

Virtual training platforms

BPO training experience

Night shift adaptability

Education

Bachelor's degree (preferred)

Tools

Microsoft Office

Google Workspace

Virtual training platforms

Job description

About the role

Facilitate New Hire Training, Product Training, Process Training, and Refresher Training for Telco account employees. Train agents on telecommunications products and services, including mobile, internet, billing, plans, upgrades, troubleshooting, retention, and customer service processes. Conduct classroom, virtual, and hands-on training sessions using approved training materials.

Key responsibilities

• Facilitate New Hire Training, Product Training, Process Training, and Refresher Training for Telco account employees

• Train agents on telecommunications products and services, including mobile, internet, billing, plans, upgrades, troubleshooting, retention, and customer service processes

• Conduct classroom, virtual, and hands-on training sessions using approved training materials

• Assess trainee performance through quizzes, examinations, role plays, simulations, and practical assessments

• Monitor trainee progress and provide coaching and feedback to improve performance

• Prepare trainees for nesting and production endorsement and ensure required certification standards are met

About you

• Bachelor's degree preferred but not required, depending on relevant experience

• At least 1–2 years of BPO training experience, preferably handling a Telco account

• Strong knowledge of customer service, sales, billing, technical support, or retention processes within a telecommunications environment

• Excellent communication, presentation, facilitation, and coaching skills

• Strong interpersonal and stakeholder-management skills

• Proficient in Microsoft Office/Google Workspace and virtual training platforms

• Comfortable working in a fast-paced BPO environment and handling shifting schedules

• Amenable to onsite work and night/graveyard shifts, when required