BPO Training Specialist

About the role

This role is central to maintaining service excellence across all our customer-facing operations and directly contributes to our organizational success and employee development objectives.

1. Design and develop customized training programs tailored to various departments and roles within the BPO environment
2. Deliver engaging and interactive training sessions to new hires and existing staff, covering product knowledge, customer service protocols and operational procedures
3. Assess training needs through consultations with department heads and performance data analysis
4. Create and maintain comprehensive training materials, including manuals, presentations, video content and e-learning modules
5. Conduct evaluations and assessments to measure training effectiveness and employee competency levels
6. Provide ongoing coaching and mentoring support to trainees and their supervisors
7. Monitor and analyse training metrics to identify improvement opportunities and report on training outcomes
8. Stay current with industry best practices and incorporate new training methodologies and technologies
9. Collaborate with quality assurance and operations teams to align training with performance standards and quality benchmarks
10. Maintain detailed training records and documentation for compliance and audit purposes

1. Proven experience working as a Training Specialist or similar training role within a BPO, call centre or customer service environment
2. Strong knowledge of customer service best practices, call centre operations and BPO processes
3. Excellent instructional design and adult learning principles expertise
4. Proficiency in using Learning Management Systems (LMS) and training software platforms
5. Exceptional presentation and communication skills with the ability to engage diverse audiences
6. Demonstrated ability to develop engaging training materials and content
7. Strong analytical skills with experience in measuring training effectiveness through KPIs and metrics
8. Project management capabilities with the ability to manage multiple training initiatives simultaneously
9. Proficiency in Microsoft Office Suite and familiarity with e-learning tools or platforms
10. Certification in training and development, instructional design or human resources is preferred
11. Patience, empathy and strong interpersonal skills with the ability to work effectively with individuals at all organisational levels

What we offer

We also offer flexible working arrangements where applicable and a range of employee benefits designed to support your overall well-being and job satisfaction.

About us

Our mission is to empower our teams with the skills, tools and support they need to exceed customer expectations whilst maintaining the highest standards of professionalism and service quality. We believe that our people are our greatest asset, and we invest significantly in their training, development and well-being to foster a positive and productive workplace culture.

Apply now

If you are a passionate training professional with BPO experience and a desire to make a meaningful impact on employee development and organizational success, we would love to hear from you. Please submit your CV, a cover letter highlighting your relevant experience and any portfolio examples of training materials you have developed to our recruitment team.