BPO - Trainer

Every hero needs a guide. Luke had Yoda. Harry had Dumbledore. And new hires at Unity? They have you.

As a Trainer at Unity Communications, you're not just showing slides, you're shaping futures. You're the one who turns first-day jitters into I've got this, and helps teams go from zero to legend with a mix of encouragement, know-how, and just the right amount of flair.

Whether youre leading onboarding, cooking up clever ways to keep learning fun, or building smooth processes with Operations, your impact is realand really appreciated.

Help us make the first days easy. Apply today!

How You Spend Your Eight Hours

• Collaborate with Service Delivery Leadership, Operations Managers, and Team Leads to ensure agent performance meets client expectations and KPIs.

• Conduct Training Needs Analyses (TNA) and develop actionable plans with measurable effectiveness.

• Be the Point of Contact (POC) for campaign/client training, onboarding, and ongoing agent success.

• Design and implement training programs that support both professional growth and campaign-specific success factors.

• Partner with Operations to foster an environment that promotes best-in-class customer service.

• Address training deficiencies by initiating improvements, individual coaching plans, and cross-functional feedback loops.

• Ensure alignment across Operations, Agents, and Clients through frequent calibration and process reviews.

• Track, record, and report on all training-related metrics.

• Supervise trainees and mentors: monitor attendance, assess knowledge, and make strategic recommendations.

• Maintain a consistent presence in-office (~80%) to monitor onboarding and nesting phases.

What You Must Possess

• Proven relationship and stakeholder management skills.

• Strong English communication skills both written and spoken.

• Confidence to provide constructive feedback and raise process improvements.

• Active listening skills to identify pain points and deliver actionable solutions.

• Ability to handle confidential matters with professional discretion.

• Experience being a shared training resource across departments or teams.

• A natural inclination toward leadership and influencing change through collaboration.

• Technological proficiency across Office tools (Word, Excel, Adobe) and familiarity with multiple platforms.

• A proactive approach to performance tracking: daily, weekly, and monthly metrics monitoring.

• Strong work-from-home infrastructure: fast, reliable internet and backup systems.

• Passion for data-informed decisions, with attention to both measurable and intangible performance indicators.

• Creative problem-solving abilities.

• Familiarity with project management tools (e.g., Asana). (Preferred)

• Experience with data visualization and reporting.

• A love for efficiency and process optimization.

What You Shall Receive

• HMO coverage with two free dependents upon regularization

• VL/SL credits upon regularization

• Friendly and supportive work culture

• 13th-month pay and other Philippine-government-mandated benefits

• Non-taxable allowances

• Pay increases, performance bonuses, birthday gifts, and many more

What You Should Consider

• Full-time position

• Monday to Friday, night shift

• Hybrid work setup with on-site training

Why Join Our Company

You look for a company whose senior management listens to what you are and arent saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.