Trainer-BPO

• Design and deliver training programs for telesales agents covering onboarding, product knowledge, sales techniques, CRM use, and compliance.
• Adapt training content to regional market differences and customer behaviour.
• Conduct classroom, virtual, and on-the-job training sessions.
• Assess training needs and skills gaps regularly to guide learning initiatives.
• Work with operations, quality assurance, HR, and leadership to align training with business goals.
• Evaluate training effectiveness using assessments, feedback, and performance data.
• Coach and mentor telesales agents to improve performance and development.
• Maintain and update training materials according to business and market changes.
• Support the use and improvement of learning management systems and digital tools.
• Develop a scalable training strategy aligned with business and expansion plans.
• Create standardized training modules for consistency across regions.
• Deliver leadership and management development for team leads and supervisors.
• Promote a customer-focused, high-performance culture through training.
• Lead the adoption of e-learning, microlearning, and blended learning methods.
• Set quality standards for training and conduct audits to ensure excellence.
• Keep training programs current with industry trends and technologies.
• Pilot new training methods to enhance learner engagement.
• Provide regular refresher training sessions to maintain performance.

• Bachelor's degree in Business, Human Resources, Education, Communication, or related field.
• At least 8 years' training experience in BPO, telesales, or customer service environments.
• Proven ability to design and deliver training for sales or customer-facing teams.
• Experience coordinating training across multiple sites or regions is preferred.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Knowledge of contact centre metrics like AHT, FCR, and QA scores to identify training needs.
• Experience with Learning Management Systems and e-learning platforms.
• Familiarity with CRM systems such as Salesforce or Zoho CRM and call centre software.
• Ability to analyse training data and performance metrics.
• Understanding of instructional design and adult learning principles.
• Comfortable using virtual training tools like Zoom, Microsoft Teams, or Google Meet.
• Knowledge of compliance and quality assurance standards in BPO settings.

Apply through the employer's official contact with your application by the closing date. The employer has not published a closing date.