Job Description
Are you an experienced BPO Trainer with a passion for driving operational excellence? HCLTech is looking for a dynamic and results-oriented BPO Trainer to join our growing team in McKinley West, Taguig. In this role, you will be the bridge between new hire talent and peak performance, specifically supporting our B2B Accounts Receivable and Collections Center of Excellence (COE).
As a Trainer, you will facilitate comprehensive onboarding, orientation, and specialized training programs. You will be instrumental in shaping the culture of our COE by ensuring agents are equipped with the technical knowledge of AR processes and the soft skills necessary for professional collections. If you are a mentor at heart and an expert in the BPO training cycle, we want to hear from you.
Responsibilities
- Develop and facilitate onboarding programs for new hires within the B2B Accounts Receivable and Collections stream.
- Conduct needs analysis to identify performance gaps and design targeted coaching interventions.
- Maintain and update training curriculum, presentations, and supporting materials to ensure alignment with current account processes.
- Monitor and evaluate training effectiveness through nesting support, quality scores, and speed-to-proficiency metrics.
- Provide continuous feedback and coaching to trainees to ensure high performance and adherence to compliance standards.
- Collaborate with Operations Managers and Quality Assurance teams to calibrate training programs based on production feedback.
- Deliver training sessions in both classroom and virtual environments, ensuring high levels of engagement.
Qualifications
- Bachelor’s degree in Education, Communication, Psychology, or any related field.
- Minimum of 2-3 years of experience as a Trainer in a BPO environment, specifically in Finance & Accounting (AR/Collections) accounts.
- Proficiency in the end-to-end BPO training cycle (TNA, Design, Delivery, and Evaluation).
- Strong knowledge of Accounts Receivable, Collections processes, and B2B communication strategies.
- Excellent presentation, facilitation, and interpersonal skills with the ability to manage diverse learner groups.
- Highly proficient in MS Office Suite (PowerPoint, Excel, Word).
- Willingness to work on shifting schedules and work onsite in McKinley West, Taguig.