Job Description
Are you an experienced BPO Trainer looking to elevate your career with a global technology leader? HCLTech is seeking a dynamic and results-oriented BPO Trainer to join our team in McKinley West, Taguig. In this pivotal role, you will be the backbone of our Customer Care Center of Excellence (COE), responsible for shaping the success of our new hires through comprehensive orientation and specialized Collections training.
As an HCLTech Trainer, you will facilitate the transition from classroom learning to production floor excellence. You will utilize your deep expertise in collections processes to ensure agents are equipped with the communication skills, regulatory knowledge, and empathy required to excel in high-stakes financial accounts. If you are passionate about coaching, performance management, and driving operational excellence, we want to hear from you.
Responsibilities
- Develop, maintain, and deliver high-impact training modules for new hire orientation and nesting programs.
- Facilitate engaging classroom and virtual training sessions focused on collections strategies and call handling.
- Analyze performance data and quality scores to identify training gaps and implement targeted coaching sessions.
- Collaborate with operations leaders to ensure training curriculum remains aligned with client requirements and KPIs.
- Provide side-by-side coaching and floor support to new hires during the transition to the production environment.
- Maintain accurate training records and attendance reports for all managed batches.
- Drive continuous improvement by incorporating adult learning principles and modern training methodologies into the existing curriculum.
Qualifications
- Minimum of 2 years of experience as a BPO Trainer, specifically within a Collections or Financial Services account.
- Excellent communication skills, both written and verbal, with the ability to facilitate training to diverse groups.
- Strong understanding of debt collection practices, compliance standards, and negotiation techniques.
- Proficiency in MS Office Suite (PowerPoint, Excel, Word) and Learning Management Systems (LMS).
- Demonstrated ability to meet training performance metrics such as nesting attrition and speed to proficiency.
- Strong analytical skills with the ability to interpret data and translate it into actionable coaching plans.
- Flexibility to work on shifting schedules to meet the demands of the account.