Job Title

esign and implement core training programs for new hires and existing employees across BPO functions. Conduct training needs analysis in collaboration with operations and quality teams. Facilitate classroom and virtual training sessions on communication, process knowledge, customer service, and compliance. Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics. Maintain training documentation, reports, and dashboards for internal stakeholders. Coach and mentor trainers and team leads to ensure consistent delivery and improvement. Collaborate with HR and operations for onboarding and continuous learning initiatives. Stay updated with industry trends and incorporate best practices into training modules. Qualifications & Skills: Bachelor’s degree in any discipline (preferably in HR, Education, or Business). 4–6 years of experience in BPO training, with at least 1–2 years in a supervisory or managerial role. Strong knowledge of adult learning principles and instructional design. Excellent communication, presentation, and interpersonal skills. Proficiency in MS Office and Learning Management Systems (LMS). Ability to manage multiple training projects and meet deadlines. Preferred Attributes: Certification in training or facilitation (e.g., Train the Trainer, Instructional Design). Experience in handling international BPO processes. Exposure to digital learning tools and e-learning content development.