Program Trainers are the new hire’s first exposure to the business, so our role is to set them up for success from Day 1. We maximize agents’ effectiveness by ensuring they have thorough knowledge of the products and services they represent, and can effectively use selling skills, troubleshoot, resolve problems and provide positive customer experience to Transparent BPO’s existing and potential client base.
Job Requirement
- Deliver Neighborly new-hire, refresher, and ongoing training.
- Reinforce customer experience and effective call-handling behaviors.
- Train agents on verification, processes, procedures, and accurate documentation.
- Conduct role-plays and mock calls to assess learner readiness.
- Align classroom expectations with QA and operational KPIs.
- Monitor assessments, learner performance, and readiness for production.
- Identify knowledge and behavioral gaps and provide targeted coaching.
- Update training materials based on performance trends and program changes.
- Maintain accurate training and learner-progress documentation.
- Partner with QA and Operations to improve agent readiness and performance.
- Maintain strong classroom management and professional learning standards.
- Strong facilitation and presentation skills.
- Excellent classroom management.
- Strong verbal and written communication.
- Customer service and customer experience focus.
- Understanding of QA and KPI-driven environments.
- Strong coaching and feedback skills.
- Excellent attention to detail.
- Critical-thinking and problem-solving ability.
- Coachable, adaptable, and solutions-oriented.
- Reliable onsite availability in Belize City.
Evaluation of Performance:
The Program Trainer is evaluated regularly to ensure this position is positively impacting the lives of our employees by ensure the Training process is fair and consistent. This position will be measured on their ability to uphold not only the program Trainer standards and guidelines but also TBPO core values.
The Trainer drives agent success by delivering high-impact, client-aligned training for both new hires and tenured staff. Beyond the classroom, they serve as a critical bridge to production—monitoring speed to proficiency to ensure a fast, high-quality ramp-up. They maintain meticulous records and serve as a central communication hub, providing actionable insights to both Training and Operations leadership to ensure every agent hits the floor ready to excel.
Requirements:
Strong communication and presentation skills.
At least 1 year of experience as a program trainer or A minimum of 1 year of adult teaching experience.
Ability to adapt to a fast-paced environment and align with client expectations.
Willingness to work onsite at the Belize City location.
Attention to details (Written and Verbal communications)
Strong classroom presentation skills
Proactive client communication, alignment, and partnership
Deadline for submission is 'Open'