Lead Trainer – BPO (Domestic Campaign)

Job Title: Trainer – BPO (Domestic Campaign)

Department: Operations / Training
Industry: BPO / Contact Center (Domestic – Urdu)
Location: Lahore
Employment Type: Full-Time

Job Summary

We are seeking an experienced BPO Trainer for our Domestic (Urdu) Campaign who will be responsible for training, coaching, and developing Customer Service Representatives (CSRs) to meet quality, productivity, and compliance standards. The ideal candidate will have strong communication skills, hands-on call center experience, and a passion for people development.

Key ResponsibilitiesTraining & Development

• Deliver new hire training (NHT) for domestic customer service campaigns.
• Conduct product, process, soft skills, and system training.
• Design and update training modules, lesson plans, assessments, and SOPs.
• Facilitate refresher and upskilling sessions based on performance gaps.

Performance & Quality Support

• Monitor trainee progress during nesting and provide regular feedback.
• Coordinate with QA and Operations to identify training needs.
• Support underperforming agents through coaching and corrective training.
• Ensure agents meet KPIs, SLAs, and quality benchmarks.

Reporting & Compliance

• Maintain training records, attendance, and performance reports.
• Ensure training delivery aligns with company policies and compliance standards.
• Participate in audits and continuous improvement initiatives.

Stakeholder Coordination

• Work closely with Operations, QA, HR, and Workforce teams.
• Support transitions, new launches, and process updates.

Required Skills & Competencies

• Excellent Urdu communication (English is a plus).
• Strong presentation, facilitation, and classroom management skills.
• Ability to train on customer handling, call etiquette, and objection management.
• Analytical mindset with problem-solving abilities.
• Proficiency in MS Office (Excel, PowerPoint, Word).

Education & Experience

• Bachelor’s degree (preferred).
• Prior experience in Customer Service / QA / Team Lead role is an advantage.

Key Performance Indicators (KPIs)

• Training pass rate and certification scores.
• Post-training agent performance improvement.
• Reduction in repeat errors and customer complaints.
• Agent retention during and post-training.

Preferred Traits

• Energetic, patient, and motivational personality.
• Strong coaching and mentoring skills.
• Ability to handle multiple batches and tight deadlines.
• Team player with a growth mindset.

Job Type: Full-time

Work Location: In person