Associate Operations Training

ROLE  SUMMARY

The Training Facilitator is responsible for delivering effective and engaging training sessions for in-house and BPO new hires as well as refresher and upskilling programs for existing team members. This role focuses on facilitation coaching during the nesting phase and providing structured feedback on trainee performance. While not responsible for overall training strategy or content design the Training Facilitator plays a key role in ensuring smooth execution of training programs and supporting knowledge retention on the floor.

Key Responsibilities

• Deliver onboarding refresher and knowledge-sharing training sessions for new
  hires and existing employees.

• Facilitate workshops and interactive learning activities to promote engagement and retention.

• Provide day-to-day guidance coaching and real-time support to trainees during the nesting phase.

• Observe trainee performance on the floor identify gaps and escalate persistent performance issues to the Training Lead/Manager.

• Partner with Subject Matter Experts (SMEs) and team leaders to support practical application of knowledge.

• Document and maintain accurate records of training attendance assessments and nesting observations.

• Share structured feedback and progress reports on trainees with the Training Lead/Manager.

• Suggest improvements to facilitation and delivery methods (without owning training design).

• Align with the Training Lead/Manager on training schedules priorities and content delivery plans.

• Support execution of training programs in alignment with organizational objectives.

Qualifications

• 13 years of experience in training facilitation preferably in a contact center or BPO environment.

• Proven track record of delivering new hire induction refresher training or coaching support during nesting.

• Experience in coordinating with cross-functional teams and reporting trainee progress to management.

• Exposure to documenting training activities maintaining records and supporting training operations.

Education:

• Bachelors degree in Business Administration Human Resources Education or related field (or equivalent experience).

• Strong facilitation and presentation skills with the ability to deliver engaging and interactive sessions.

• Effective coaching and feedback skills to support learning and development.

• Excellent verbal and written communication abilities.

• Strong observation and assessment skills to identify performance gaps.

• Collaborative mindset with the ability to work effectively with SMEs Training Leads and Operations.

• Organizational and time management skills to handle multiple training programs and documentation.

Remote Work :

No

Employment Type :

Contract