Trainer

Job Title: Trainer
Department: Training & Development
Location: Lahore
Employment Type: Full-Time, Onsite

We are looking for an experienced and motivated BPO Trainer to join our team. In this role, you will be responsible for designing, delivering, and evaluating training programs for both new hires and existing employees. Your primary focus will be on enhancing agent performance, ensuring compliance with processes, and supporting operational excellence across voice and non-voice campaigns.

Key Responsibilities
- Conduct onboarding and induction training sessions for new BPO agents.
- Deliver training on communication skills, customer handling, process knowledge, and system usage.
- Develop and regularly update training materials, including modules, presentations, manuals, and assessments.
- Organize refresher and upskilling sessions to address performance gaps.
- Collaborate closely with Operations and Quality teams to identify and address training needs.
- Monitor trainee progress, provide coaching and constructive feedback, and prepare performance reports.
- Ensure strict adherence to Standard Operating Procedures (SOPs), compliance standards, and client requirements.
- Provide floor support, nesting assistance, and live call coaching to agents.
- Maintain accurate and up-to-date training records and documentation.

Required Qualifications & Skills
- Bachelor’s degree in Business, Human Resources, Communications, or a related field.
- 2 to 5 years of experience as a Trainer within a BPO or Contact Center environment.
- Strong understanding of call center Key Performance Indicators (KPIs), Quality Assurance (QA) standards, and customer experience metrics.
- Excellent communication, presentation, and facilitation skills.
- Ability to train agents on both voice and non-voice processes.
- Proficiency in MS Office applications, particularly PowerPoint, Excel, and Word.
- Strong interpersonal skills with a coaching-oriented mindset.

Preferred Qualifications
- Experience working with international campaigns, especially in the US, UK, or Australia markets.
- Familiarity with Learning Management Systems (LMS).
- Certifications related to training, coaching, or quality management.
- Exposure to sales, customer support, or technical support campaigns is advantageous.

This is a full-time, onsite position based in Lahore, offering an opportunity to contribute significantly to the growth and development of BPO agents while ensuring high standards of operational performance.