Overview
URGENT HIRING: BPO TRAINER
Our Training and Development Team is expanding and we are looking for TRAINERS who will be responsible for delivering training programs that enhance the skills and knowledge of individuals and teams across the organization, enabling them to meet or exceed client and company expectations. The role includes assessing training needs, partnering with the Content Development team to design and develop training materials, facilitating engaging learning sessions, and evaluating the effectiveness of training initiatives.
Additionally, this role may support OJT (On the Job Training) wherein you need to conduct the initial call audit quality review for new hires by listening to recorded calls, conducting side-by-side coaching or observation sessions, and coaching quality results to new hire agents.
Work Set Up: On-site, Makati Circuit
Work Schedule: Shifting schedule, primarily working night shifts.
Responsibilities
HOW YOU CAN HELP THE TEAM:
Training Delivery & Facilitation
Deliver virtual or onsite training sessions (New Hire, Refresher, Upskilling, Cross-skilling) using various methodologies.
Facilitate engaging and interactive training experiences to promote active participation and knowledge retention.
Adapt training delivery style and content to meet the diverse learning needs of participants.
Conduct training classes for clients, supervisors, managers, and leadership.
Support trainees during OJT (call audits, side-by-sides, mentoring, coaching, feedback).
Handle program consumer contacts or provide production support to maintain expertise.
Perform other duties and responsibilities as assigned.
Performance Monitoring & Coaching
Monitor, evaluate, and rate trainee progress and provide constructive, personalized feedback.
Assess training effectiveness using metrics, feedback, and evaluations (e.g., surveys).
Monitor agent performance and join performance reviews to identify knowledge or skill gaps.
Utilize tools and data to assess learning needs, agent performance, and competency.
Analyze performance data and feedback to identify improvement opportunities.
Content Development & Continuous Improvement
Collaborate with the Content Development Team to design, develop, and update training materials.
Create engaging content (presentations, handouts, multimedia materials) incorporating adult learning techniques.
Continuously improve training programs based on evaluation results and emerging trends.
Participate in new product implementations and learn new systems for training purposes.
Maintain up-to-date knowledge of industry trends, best practices, and training techniques.
Cross-Functional Collaboration & Communication
Maintain daily communication with supervisors and managers, sharing reports and data.
Work with the Manager and Admin Assistant in training logistics (scheduling, venue, registrations, equipment).
Collaborate with other departments and clients to understand new processes or systems.
Respond to concerns and service needs, ensuring complete resolution.
Adapt communication style to diverse audiences and support organizational initiatives.
Administrative & Compliance Responsibilities
Diligently track and report trainee information (attendance, knowledge checks, behavior notes, etc.).
Prepare accurate end-of-day summaries reflecting progress toward goals.
Manage trainee timekeeping for payroll purposes.
Stay informed about company policies, procedures, products, services, and compliance requirements.
Understand and provide basic troubleshooting and technical support (hardware setup, logins).
Qualifications
- College level or with Bachelor's Degree
- 2+ years of call center trainer experience with a superior quality rating
- Excellent verbal, written, and presentation communication skills.
- Strong training delivery skills, both instructor-led /virtual learning
- Demonstrate a style of coaching that is motivational and contributes to a positive work environment.
- Proficiency with Microsoft Suite - MS Outlook, MS Teams, MS Word, MS Excel, MS PowerPoint, and Zoom
- Able to work onsite and a flexible work schedule when needed (including evening & weekend training)
Interested applicants must submit their application with an updated resume
Note:
Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.
Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.
