As a Trainer at ContactPoint 360, you'll be at the heart of our talent development strategy, equipping our teams with the skills and knowledge they need to thrive. This role goes beyond delivering sessions — you'll design impactful learning experiences, identify growth opportunities, and drive continuous improvement across campaigns. We're looking for a dynamic, organized, and people-driven professional ready to inspire and elevate performance in a fast-paced BPO environment.
1. Training & Development
- Deliver engaging and effective training sessions to ContactPoint 360 employees as assigned by Management.
- Design optimal training plans aligned with campaign goals and company needs.
- Spot key areas for employee development and prioritize training accordingly.
- Identify current and future learning needs to boost performance and productivity.
- Share knowledge that empowers employees to perform at their best.
1. Quality Monitoring & Evaluation
- Monitor calls as required to ensure service excellence.
- Prepare and analyze both internal and external quality reports.
- Meet weekly and monthly call center evaluation KPIs.
- Use data management systems to track individual and team performance.
- Provide clear, constructive feedback to agents for improvement.
1. Feedback & Continuous Improvement
- Offer timely feedback on process issues and propose smart, actionable solutions.
- Assess, recommend, and implement better workflows to enhance customer experience.
- Share insights and reports with the Operations Director, Supervisors, Team Leaders, and team members.
1. Communication & Support
- Set and maintain high standards for communication across all support channels.
- Provide data-driven insights to various internal support teams.
- Uphold and enhance the company’s image in all client-facing interactions.
1. Compliance & Availability
- Adhere to the assigned work schedule and avoid unexcused absences without prior authorization from HR or your immediate supervisor.
- Be available for full-time work hours.
- Work on holidays as required by the employer.
Requirements
- English Level : B2+ / C1
- Experience : Progressive BPO experience in a similar role. Full-cycle training experience: needs analysis, design, delivery, and evaluation.