BPO Trainer

About the role

We are seeking a dynamic BPO Trainer to join our growing team in Lima. You will deliver engaging training sessions, create and update learning materials, and ensure both new hires and existing agents meet operational and customer‑service KPIs.

Key responsibilities

• Conduct New Hire Training (NHT) and ongoing training for Customer Service representatives.
• Facilitate classroom and virtual training environments.
• Develop, update, and improve training manuals, guides, and learning resources.
• Assess trainee performance through role‑plays, assessments, and coaching.
• Identify performance gaps and coordinate refresher training.
• Monitor trainee progress during nesting and produce performance reports.
• Communicate process updates and client changes to operations teams.
• Collaborate with Quality, Operations, and HR to enhance agent performance and training effectiveness.

Required profile

• Advanced English level (B2+/C1).
• Minimum 2 years of experience in BPO or Contact Center operations.
• At least 1 year as a Trainer, Facilitator, or Learning Specialist.
• Strong presentation and communication abilities.
• Knowledge of adult learning methodologies and group facilitation.
• Ability to work in fast‑paced environments and manage multiple training groups.
• Flexibility to work different schedules based on operational needs.

Required skills

• Advanced MS Office – PowerPoint.
• Advanced MS Office – Excel.
• Experience analyzing KPIs such as CSAT, AHT, and Quality scores.

What we offer

• Competitive salary package.
• Career growth opportunities within an international BPO environment.
• Dynamic and collaborative work culture.
• Ongoing professional development and training.