Job Description

• Design, develop, and deliver engaging training programs for new and existing BPO employees in an in-office environment.
• Facilitate onboarding sessions and continuous learning workshops to ensure staff are equipped with up-to-date knowledge and skills.
• Assess training needs through surveys, interviews, and performance data to tailor content for maximum effectiveness.
• Utilize a variety of instructional techniques, including presentations, role-playing, simulations, and group discussions.
• Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with operations, quality assurance, and subject matter experts to align training with business objectives and client requirements.
• Maintain accurate training records, attendance, and progress reports in compliance with company standards.
• Provide coaching and support to employees post-training to reinforce learning and address skill gaps.
• Continuously update training materials to reflect changes in processes, technology, and customer expectations.
• Contribute to a positive learning culture by encouraging participation, feedback, and professional growth.

Requirements

• 1-4 years of experience in training facilitation, preferably within a BPO or customer service environment.
• Proven ability to deliver training in an in-office (onsite) setting.
• Strong communication and presentation skills, with the ability to engage diverse audiences.
• Experience developing training materials and using instructional design principles.
• Familiarity with adult learning methodologies and best practices.
• Ability to assess learning needs and adapt content accordingly.
• Excellent organizational and time management skills.
• Comfortable working in a fast-paced, dynamic environment.
• Proficient in MS Office Suite and learning management systems.
• Demonstrated commitment to continuous improvement and professional development.