Contact Center Trainer
HybridSan Fernando, Central Luzon, Philippines
Job Summary
Deliver engaging training sessions for new hires and existing agents across multiple client accounts. Develop training materials, manuals, and e-learning content tailored to client-specific processes. Conduct onboarding, soft skills, product, and systems training in both in-person and virtual formats. Evaluate training effectiveness through assessments, feedback, and performance metrics. Collaborate with operations and quality teams to identify training needs and performance gaps. Maintain accurate training records and prepare reports for internal and client stakeholders. Stay current with BPO trends and best practices to continuously improve training delivery.
Required Qualifications
- 2+ years of experience as a trainer in a BPO or high-volume contact center
- Fluent in English and Spanish
- Experience with Learning Management Systems (LMS) and virtual training tools
- Proficiency in Microsoft Office and contact center platforms (e.g., CRM, dialers)
- Ability to manage multiple training batches in a fast-paced environment
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Bachelor's degree in Education, Communications, or a related field (preferred)
- Training certifications (e.g., Train-the-Trainer, Instructional Design) are a plus
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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