Trainer – Employee Development & Onboarding

About the role

We are looking for a dynamic Trainer to deliver comprehensive training to new hires and existing staff, ensuring they have the knowledge and skills to excel in their roles. The Trainer will create an engaging learning environment that aligns with company and client standards.

Key responsibilities

• Design, deliver, and evaluate onboarding and upskilling programs for new and tenured employees.
• Set up and maintain training facilities, equipment, and learning materials.
• Identify competency gaps through assessments and performance data, then provide targeted refresher training.
• Develop and continuously update training content, including presentations, manuals, videos, lesson plans, role‑plays, and assessments.
• Measure training effectiveness, prepare progress reports, and adjust programs based on feedback and business needs.
• Observe daily operations of customer service representatives to spot improvement opportunities.
• Participate in frontline activities such as buzz sessions, process updates, and quality calibrations to stay current on product knowledge.

Required profile

• Degree or diploma in Education, Communication, Human Resources, or Public Relations.
• Minimum 2 years of experience, preferably in a BPO environment.
• Experience delivering training for American clients and sales teams.
• Proficiency in Microsoft Office.
• Fluent English (C1 level) and any additional client language as required.
• Strong written, interpersonal, and conflict‑resolution skills.
• Ability to adapt to change and manage priorities effectively.

Required skills

• Microsoft Office