Expected Qualifications

• A diploma in human resources, or a related field.
• Additional certification in business leadership, eLearning software, or adult education and training is preferred
• At least 4 years experience working as a BPO trainer or team leader
• Advanced Excel and PowerPoint skills
• Familiarity with learning management systems
• Excellent knowledge of sales techniques and customer service best practices.
• Strong teaching abilities and mentoring skills.
• Good communication, interpersonal, and conflict resolution skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.

Major Duties

• Preparing procedures and policies regarding training programs and training execution
• Build and maintain knowledge base contents across all markets, ensuring the content is accurate, relevant and easy to understand.
• Scheduling and conducting training sessions on various service topics to prepare and support new employees.
• Training experienced employees on new or updated service procedures to improve their performance.
• Observing the daily operations of service employees and identifying any areas of improvement.
• Liaising with Clients on any change in products or services for knowledge transfer purposes
• Measuring the effectiveness of training sessions and preparing individual or team progress reports
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
• Evaluate employees' skills and performance quality and recommend fitting training programs.
• Identify areas in employees' skills that require improvement and make recommendations for re-training programs.
• Organize training sessions specific to various roles in the company.
• Ensure that new staff members receive appropriate introductory training.
• Prepare all instructional materials.
• Plan annual refresher courses for all staff members.

Salary Scale

The successful applicant will receive an attractive renumeration & benefits package.