Trainer - TP Eastwood (For Pooling)

Teleperformance; Quezon City; On-site; PHP 250,000 - 450,000; Full time

Job summary

Teleperformance Eastwood in Quezon City, Metro Manila is seeking an experienced Trainer for a full-time role to support pooling operations with high-quality training for new and existing staff. You will design, deliver and evaluate programmes to ensure staff deliver exceptional customer service across teams.

The ideal candidate will have proven training experience in call centres, strong communication and coaching skills, and a solid background in LMS and CRM tools.

Qualifications

• Experience as Trainer/Training Specialist in call centre or customer service.
• Strong understanding of customer service principles and call centre operations.
• Excellent communication, presentation and stakeholder engagement skills.
• Ability to simplify complex information for diverse audiences.
• Experience creating training materials across formats (presentations, docs, e-learning).
• Good organisational and time management to handle multiple cohorts.
• Familiarity with LMS and typical CRM/call centre tools.
• Patient, empathetic coaching style with strong interpersonal skills.
• Bachelor-level education or equivalent experience; certifications preferred.

Responsibilities

• Develop and deliver training programmes for call centre staff, ensuring relevance and engagement.
• Conduct classroom-based and on-the-job sessions for new hires and transfers.
• Assess trainee performance and provide constructive feedback.
• Create and maintain training materials including manuals and e-learning content.
• Monitor training effectiveness using evaluations and improve delivery accordingly.
• Collaborate with operations to identify training needs and adjust programmes.
• Support onboarding and ensure compliance and quality requirements before live operation.
• Maintain training records and documentation for all participants.
• Coach and mentor teammates to foster continuous learning.

Skills

Training experience

Communication skills

Presentation skills

Organisational skills

Coaching abilities

Customer service knowledge

Education

Bachelor's degree in Education, HR, Business or related field

Training & Development / Instructional Design certification (preferred)

Tools

LMS

CRM software

MS Office

Job description

About us

Teleperformance is a global leader in digital customer experience management, trusted by the world's most innovative companies to drive growth and customer loyalty. With a presence in over 80 countries and serving clients across diverse industries, we are committed to delivering exceptional service experiences and creating meaningful career opportunities for our workforce. Our mission is to empower employees to excel whilst maintaining the highest standards of customer satisfaction and operational excellence.

About the role

We are seeking an experienced Trainer to join our team at Teleperformance Eastwood in Quezon City, Metro Manila. This is a full-time position designed to support our pooling operations by delivering high-quality training programmes to new and existing staff members. As a Trainer, you will be instrumental in equipping our workforce with the knowledge, skills and confidence needed to deliver exceptional customer service. This role is strategically important to maintaining our operational standards and ensuring consistent service delivery across all our teams.

Key responsibilities

• Develop and deliver comprehensive training programmes tailored to the needs of call centre staff, ensuring content is engaging, relevant and aligned with company objectives

• Conduct classroom-based and on-the-job training sessions for new hires, including product knowledge, systems training and customer service best practices

• Assess trainee performance and provide constructive feedback to support their development and growth

• Create and maintain training materials, including presentations, documentation, handbooks and e-learning content

• Monitor training effectiveness through evaluations and metrics, making continuous improvements to training delivery

• Collaborate with operational teams to identify training needs and adapt programmes accordingly

• Support the onboarding process and ensure trainees meet all compliance and quality requirements before transitioning to live environments

• Maintain accurate training records and documentation for all participants

• Mentor and coach team members to foster a culture of continuous learning and professional development

What we are looking for

• Proven experience as a Trainer, Training Specialist or similar role within a call centre or customer service environment, preferably in a pooling model

• Strong knowledge of customer service principles, call centre operations and best practices in the industry

• Excellent communication and presentation skills with the ability to engage diverse audiences

• Demonstrated ability to simplify complex information and deliver training in a clear, structured manner

• Experience in developing and delivering training materials across multiple formats

• Strong organisational and time management skills with the ability to manage multiple training cohorts simultaneously

• Proficiency in using Learning Management Systems (LMS) and Microsoft Office applications

• Patient, empathetic approach with excellent interpersonal and coaching abilities

• Bachelor's degree in Education, Human Resources, Business or a related field, or equivalent work experience

• Certification in Training and Development, Adult Learning or Instructional Design is preferred

• Familiarity with CRM systems or call centre software is advantageous

What we offer

Teleperformance is committed to supporting the wellbeing and career progression of our employees. We offer a competitive compensation package, performance-based incentives and recognition programmes. Our benefits include health and wellness initiatives, professional development opportunities and training programmes to advance your career. We foster a collaborative and inclusive work environment where your contributions are valued and your ideas are heard. We also provide flexible work arrangements where appropriate and encourage work-life balance to support your personal wellbeing. Additionally, employees have access to employee assistance programmes and counselling services to ensure your overall health and happiness are prioritised.