Trainer Call Center

We are looking for a high-energy, results-driven BPO Training Specialist / Operations Trainer to join our Training & Learning team.

In this role, you will be responsible for delivering engaging training programs that support new hire onboarding, employee development, upskilling, refresher training, and operational performance
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You will work closely with Operations, Quality, and other cross-functional teams to identify performance gaps, develop learning solutions, and continuously improve the training experience.

The ideal candidate is an engaging facilitator who enjoys working with people, thrives in a fast-paced environment, and can connect training to measurable business results. Experience in a BPO, call center, contact center, customer service, or operations environment is highly valued.

This position requires a minimum of 2 years of training, learning, facilitation, or related experience. Travel of up to 25% may be required during periods of high business demand.

• Facilitate instructor-led new hire training and onboarding programs
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• Deliver refresher, upskilling, coaching, and professional development training.
• Create an engaging and inclusive learning environment that encourages participation and knowledge retention.
• Adapt training and facilitation techniques to different audiences, learning styles, and operational needs.
• Provide coaching and feedback to help employees build knowledge, confidence, and job readiness.
• Facilitate both in-person and virtual learning sessions as needed.
• Create, update, and maintain training materials, presentations, facilitator guides, job aids, and other learning resources.
• Partner with Operations, Quality, and Client Services to ensure training content reflects current processes, procedures, and business requirements.
• Support LMS administration, course updates, training assignments, and learning content.
• Identify opportunities to improve training materials and learning experiences.

• Partner with Operations Managers, Supervisors, and Quality teams to identify training needs and performance gaps
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• Review performance trends, learner feedback, quality results, and operational metrics to evaluate training effectiveness.
• Recommend targeted learning solutions to address knowledge and skill gaps.
• Continuously improve training programs based on business needs and learner feedback.
• Support initiatives designed to improve employee performance, engagement, quality, and customer experience.

• Leverage Microsoft Copilot, AI-powered tools, LMS platforms, Microsoft Teams, PowerPoint, and other learning technologies to enhance training effectiveness.
• Explore new AI and digital learning tools that improve training efficiency, content development, and learner engagement.
• Support blended learning strategies, including instructor-led training, virtual facilitation, self-paced learning, and digital knowledge resources.

• Maintain accurate training records, attendance, certifications, completion reports, and other required documentation.
• Support new business launches, operational initiatives, special projects, and other training-related activities.
• Collaborate with trainers, instructional designers, Operations, Quality, and other internal teams.
• Travel up to 25% during periods of increased business demand.
• Perform other duties and responsibilities as assigned.

• 2+ years of experience in Training, Learning & Development, Facilitation, Coaching, or a related field.
• Strong experience delivering instructor-led or classroom training.
• Experience creating or maintaining training materials and learning resources.
• Experience presenting to and engaging groups of employees or adult learners.
• Strong communication, presentation, and interpersonal skills.

• Experience in a BPO, call center, contact center, customer service, or operations environment
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• Experience training customer service, sales, technical support, or other operational teams.
• Experience with LMS platforms and digital learning tools.
• Experience using performance data or operational metrics to identify training opportunities.
• Experience with coaching, quality assurance, or performance improvement.

• Excellent presentation and facilitation skills.
• Strong verbal and written communication skills.
• Ability to engage and motivate diverse audiences.
• Strong coaching and conflict-resolution skills.
• Ability to analyze…