Trainer – Training & Development for International BPO Campaign

About the role

We are looking for a dedicated Trainer to lead Training & Development initiatives for our international BPO campaign. The role focuses on designing, delivering, and evaluating training programs that boost agent performance and productivity.

Key responsibilities

• Design, develop, and regularly update training programs tailored to call‑center objectives.
• Conduct engaging training sessions for new hires and existing agents using classroom instruction, role‑playing, e‑learning modules, and simulations.
• Create and maintain training materials such as presentations, manuals, videos, and job aids.
• Monitor training effectiveness through assessments, surveys, and performance metrics, and analyze data for improvement.
• Provide ongoing coaching, one‑on‑one feedback, and performance reviews to enhance agent skills.
• Collaborate with management and quality‑assurance teams to identify training gaps and align training with quality standards.
• Maintain thorough documentation of all training processes, policies, and procedures.

Required profile

• Minimum Bachelor’s degree.
• Excellent communication skills with a neutral/American accent.
• Teaching or training experience (preferred).
• Linguistics background (preferred).

Required skills