Job Description
Are you passionate about shaping the next generation of customer service professionals? Teleperformance, a global leader in customer experience management, is seeking a dedicated BPO Helpdesk Trainer for our McKinley site in Taguig. This is your opportunity to make a lasting impact by equipping new hires with the skills they need to excel in a dynamic helpdesk environment.
As a Helpdesk Trainer, you will design and deliver engaging training programs, ensure agents meet performance benchmarks, and foster a culture of continuous learning. We offer a competitive salary package, clear career progression paths, and flexible work arrangements that support work-life balance. If you have a knack for coaching, strong communication skills, and a solid understanding of BPO operations, we want to hear from you.
Join Teleperformance and become part of a team that values talent, innovation, and growth. Shape future talent today!
Responsibilities
- Facilitate new hire orientation and technical training for helpdesk agents, ensuring they understand company policies, systems, and customer service best practices.
- Develop and update training materials, manuals, and e‑learning modules to align with evolving client requirements and industry standards.
- Conduct regular assessments, role‑plays, and simulations to evaluate trainee progress and identify areas for improvement.
- Provide one‑on‑one coaching and constructive feedback to help agents refine their communication, problem‑solving, and technical troubleshooting skills.
- Collaborate with operations and quality assurance teams to align training objectives with key performance indicators (KPIs).
- Monitor and report training effectiveness through metrics such as graduation rates, time‑to‑competency, and post‑training performance scores.
- Support continuous improvement initiatives by recommending process enhancements based on training observations and agent feedback.
- Maintain a positive, engaging learning environment that encourages participation and knowledge retention.
Qualifications
- Bachelor’s degree in any field, preferably in Education, Communications, or a related discipline.
- At least 2 years of experience as a trainer in a BPO or helpdesk environment, with proven track record of successful new hire classes.
- Strong understanding of helpdesk tools, CRM software, and basic IT concepts (e.g., ticketing systems, remote support, password reset procedures).
- Excellent presentation, facilitation, and interpersonal skills; ability to engage diverse groups of learners.
- Proficiency in MS Office Suite (Word, Excel, PowerPoint) and familiarity with learning management systems (LMS).
- Demonstrated ability to analyze training data, identify skill gaps, and adapt training strategies accordingly.
- Certification in training (e.g., Train‑the‑Trainer) or customer service (e.g., COPC, Six Sigma) is an advantage.
- Willingness to work in Taguig (McKinley Hill) and flexible to shifting schedules, including weekends and holidays if required.