BPO Training Senior Analyst

Deliver training on technical troubleshooting, ticketing tools, communication skills, and customer service. Facilitate classroom, virtual, and on-the-job (OJT) training sessions. Ensure training content is delivered clearly, effectively, and within defined timelines. Assist in creating, updating, and maintaining training materials, SOPs, job aids, and knowledge base articles. Collaborate with operations, quality, and client teams to ensure training content accuracy and alignment with processes. Performance Tracking & Coaching Provide feedback, coaching, and remedial support to trainees who need additional assistance. Work closely with Operations, Quality, and Workforce Management to plan training batches and training needs. Participate in calibration sessions to align training with client expectations and process updates. Evaluate training effectiveness using feedback, metrics, and performance data. 1-3 years of experience as an L1 Helpdesk Trainer or similar role in a BPO/ITeS environment. Strong knowledge of L1 technical support concepts (e.g., password resets, basic troubleshooting, remote support tools, ticketing systems). Strong command of English (verbal and written). Proficiency in MS Office tools; experience with LMS platforms is a plus. Ability to manage large groups and handle diverse training needs. ________________________________________ Classroom Management Problem-Solving Stakeholder Management Adaptability" Work Timimgs: General business: Mon - Fri, 7 am - 7 pm CST FSS business: Mon - Fri, 7 am - 7 pm & Sat - Sun, 7 am - 4 pm CST