Deskripsi Pekerjaan
Are you an experienced BPO trainer with a passion for developing talent and driving operational excellence? Teleperformance is looking for a dynamic Helpdesk Trainer to join our team at our McKinley Hill site. In this role, you will play a critical part in shaping the next generation of customer service professionals by facilitating high-impact training programs, coaching agents on technical troubleshooting, and ensuring quality standards are consistently met.
As a global leader in outsourced customer experience, Teleperformance offers a fast-paced, inclusive environment where your expertise is valued. You will work closely with operations teams to identify training gaps, develop engaging learning modules, and drive performance improvements across helpdesk support campaigns. If you are ready to elevate your career and mentor future industry leaders, we want to hear from you.
Tanggung Jawab
- Design, develop, and deliver effective training curricula for new hire and upskilling programs.
- Facilitate engaging classroom and virtual training sessions focused on product knowledge, technical helpdesk procedures, and soft skills.
- Conduct performance coaching and provide constructive feedback to agents to ensure KPIs and CSAT targets are achieved.
- Collaborate with Quality Assurance (QA) and Operations teams to identify knowledge gaps and implement targeted training interventions.
- Maintain accurate training documentation, attendance records, and performance metrics.
- Utilize various adult learning methodologies to maximize knowledge retention and practical application.
- Support the transition of new hires from training to the production environment through effective nesting supervision.
Kualifikasi
- Minimum of 1-2 years experience as a Trainer within the BPO industry, specifically in technical or helpdesk support.
- Proven ability to facilitate training sessions for large groups with high engagement levels.
- Strong technical aptitude with a deep understanding of helpdesk troubleshooting processes and ticketing systems.
- Excellent communication, presentation, and interpersonal skills in English.
- Demonstrated ability to coach, mentor, and motivate diverse teams.
- Proficiency in MS Office Suite (PowerPoint, Excel, Word) and digital learning tools.
- Willingness to work flexible shifts, including night shifts and weekends as required by business needs.