Training Specialist (US BPO Experience)

The Training Specialist is responsible for delivering high-quality learning solutions that support operational excellence, employee performance, and client satisfaction. This role focuses on new hire training, upskilling, cross-skilling, refresher programs, and nesting support while ensuring trainees are equipped with the knowledge, skills, and behaviors required to succeed in a fast-paced BPO environment.

• Deliver new hire, upskilling, cross-skilling, and refresher training programs.
• Facilitate engaging instructor-led classroom and virtual training sessions utilizing adult learning principles.
• Ensure all trainees successfully complete required certifications and assessments before transitioning to nesting and production.
• Drive learner engagement and participation throughout the training journey.
• Monitor trainee performance, attendance, engagement, and readiness throughout training and nesting.
• Conduct coaching sessions and provide actionable feedback to address knowledge and performance gaps.
• Partner with Operations and Quality teams to address recurring performance trends and learning opportunities.
• Maintain accurate training records, attendance reports, assessment results, and certification documentation.
• Participate in readiness reviews and endorsement discussions.
• Review and update training materials, facilitator guides, knowledge articles, and assessments.
• Incorporate Quality findings, customer feedback, process updates, and operational insights into training content.
• Provide floor support and guidance during nesting periods.
• Conduct side-by-side coaching and knowledge reinforcement activities.
• Support endorsement readiness assessments and the successful transition of agents into production.
• Act as a Subject Matter Expert (SME) for trainees and frontline teams.

• Training Throughput
• Certification & Assessment Pass Rates
• Nesting Success Rate
• Early Production Performance
• Training Attrition
• Employee Engagement & Readiness Scores
• Knowledge Retention Metrics

• Bachelor's Degree preferred.
• Minimum 1 year of experience in Training, Learning & Development, or Coaching within a BPO environment.
• Previous experience supporting Telecommunications, Sales, or Customer Service programs is highly preferred.
• Experience facilitating classroom and virtual training sessions.
• Strong facilitation, presentation, and communication skills.
• Excellent verbal and written English communication skills.
• Strong coaching and performance management capabilities.
• Ability to analyze performance data and identify learning opportunities.
• Ability to thrive in a fast-paced and dynamic environment.
• Demonstrated ability to effectively manage and reduce training attrition through proactive engagement strategies.

• Training Delivery & Facilitation
• Adult Learning Principles
• Coaching & Performance Development
• Stakeholder Management
• Communication & Presentation Skills
• Problem Solving & Critical Thinking
• Data Analysis & Reporting
• Operational Readiness

• Fast-paced BPO / Contact Center environment.
• Rotational shifts may be required based on business needs.
• Onsite role with close collaboration across Operations, Quality, and Workforce Management teams.