Job Description

Job Title: BPO Trainer

About the Role:
We are looking for an experienced and versatile Call Center Trainer to support our growing team of customer service and support agents. You will lead onboarding and ongoing training sessions focused on product knowledge, customer service excellence, communication skills, and call handling techniques.

Your goal is to prepare agents to succeed on the floor, whether through structured onboarding, refresher sessions, or performance improvement coaching.

Key Responsibilities:

• Facilitate onboarding training for new hires, including company orientation and systems walkthrough
• Conduct product knowledge sessions, ensuring agents understand features, benefits, and processes
• Deliver language and communication training to help agents speak clearly, confidently, and professionally
• Lead soft skills workshops covering empathy, active listening, and problem-solving
• Monitor calls and chat interactions for QA and identify skill gaps
• Collaborate with Team Leaders and QA to build performance-based training
• Prepare training materials such as decks, manuals, call scripts, and guides
• Maintain training calendars and ensure timely delivery of sessions
• Track training attendance and agent performance post-training
• Recommend updates to training content based on process or product changes

Qualifications:

• Minimum 3 years of experience as a Call Center Trainer, preferably in a BPO setting
• Strong background in customer service and call center operations
• Confident facilitator with experience handling different learner types
• Knowledgeable in adult learning principles and coaching methods
• Excellent verbal and written English communication skills
• Proficient in preparing decks, call scripts, and documentation
• Familiarity with CRM, helpdesk, and call center platforms is a plus
• Organized, proactive, and able to manage training schedules independently
• Must have own laptop or PC and a quiet space to work