Training Supervisor BPO

hace 1 semana

Ciudad de México, Ciudad de México Firstsource A tiempo completo

About Firstsource CDMX:

Firstsource is driven by one thing: making it happen for our clients, solving their biggest challenges. We are a specialized BPM partner with hyper-focused, domain-centered teams and cutting-edge tech, data and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

What does Firstsource do?

Firstsource offers outsourced services across the "customer lifecycle" for a number of industries.

Key service areas:

  1. Banking & Financial Services (BFS) – e.g., customer service, transaction processing.
  2. Healthcare – such as patient access, eligibility, enrollment, collections.
  3. Communications, Media & Technology (CMT) – services around customer experience, telecom operations.
  4. Other diversified industries – utilities, retail, technology-enabled

Role & Responsibilities:

  1. Supervise day-to-day training operations, ensuring timely and effective delivery of new hire and ongoing training programs.
  2. Monitor trainer performance and provide coaching to maintain high facilitation standards.
  3. Ensure training schedules align with business needs and SLAs.
  4. Review and update training materials to ensure accuracy and relevance.
  5. Collaborate with instructional designers and operations teams to customize content for client requirements.
  6. Maintain version control and documentation of training resources.
  7. Track training completion rates, assessment scores, and certification results.
  8. Prepare and present training performance reports to management.
  9. Identify trends in learner performance and recommend corrective actions.
  10. Conduct regular feedback sessions with trainers to enhance delivery skills.
  11. Identify skill gaps and recommend development plans for the training team.
  12. Support succession planning for future training leadership roles.
  13. Partner with Operations, Quality, and HR teams to align training initiatives with business objectives.
  14. Participate in calibration sessions to ensure consistency between training and production standards.
  15. Suggest enhancements to training methodologies based on learner feedback and performance data.
  16. Support implementation of new learning technologies and tools.

Required Skills:

  1. Strong understanding of adult learning principles and training methodologies in an BPO/BPM industry.
  2. Proficiency in MS Office (Excel for reporting, PowerPoint for presentations).
  3. Excellent facilitation and communication skills.
  4. Ability to manage multiple training schedules and priorities effectively.
  5. Analytical skills to interpret training performance data and drive improvements.
  6. Strong stakeholder management and collaboration skills.
  7. Adaptability to rotational shifts and dynamic business requirements.
  8. High emotional intelligence, resilience, and adaptability.

  • Training Facilitator

    hace 3 días

    Ciudad de México, Ciudad de México 1840 & Company A tiempo completo

    Overview: We are seeking an experienced BPO Trainer to support inbound operations. This role requires a strong background in training within a BPO environment, with solid understanding of inbound accounts and learning methodologies. The ideal candidate is hands-on, operationally aware, and able to deliver effective training aligned with business goals. Key...

  • BPO Team Leader

    hace 2 semanas

    Ciudad de México, Ciudad de México DiDi Global A tiempo completo

    Company OverviewDiDi es la plataforma de tecnología de movilidad más grande del mundo. Con más de 10 años en el mercado, somos la empresa líder en servicios basados en aplicaciones para transporte inteligente, entrega de alimentos y servicios de pago. Haciendo la vida mejor y más fácil para las personas todos los días.Cuando te unes a Didi, vas a...

  • BPO Traning

    hace 1 semana

    Ciudad de México, Ciudad de México DiDi Global A tiempo completo

    Company OverviewDiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...

  • Training Coordinator

    hace 2 días

    Ciudad de México, Ciudad de México General Motors A tiempo completo

    Job DescriptionThe training supervisor is a key player, responsible for planning, coordinating, implementing, and evaluating training courses and development programs. Their goal is to train the dealer network according to the needs of market through the coordinate and supervise the suppliersKey requirements:MS Psychology, Pedagogy or similar...

  • Training Coordinator

    hace 2 días

    Ciudad de México, Ciudad de México General Motors A tiempo completo

    Job DescriptionThe training supervisor is a key player, responsible for planning, coordinating, implementing, and evaluating training courses and development programs. Their goal is to train the dealer network according to the needs of market through the coordinate and supervise the suppliersKey requirements:-MS Psychology, Pedagogy or similar...

  • Descripci�n funci�n

    hace 5 días

    Ciudad de México, Ciudad de México CPIM Group A tiempo completo

    Detalles:Note: BPO/Call center domain experience is Mandatory Training Manager (JD Attached) AM Training (JD Attached) Sr. Recruitment Manager (JD below)We are looking for an experienced, well connected and organized Senior Recruitment Manager.Experience: 12+ years of HR End to end BPO or Call centre recruitmentResponsibilities:� Attracting candidates...

  • Customer Support Supervisor

    hace 3 días

    Ciudad de México, Ciudad de México PayJoy A tiempo completo

    Acerca de PayJoy PayJoy es una empresa de crédito con una misión clara: ayudar a clientes desatendidos en mercados emergentes a alcanzar la estabilidad y el éxito financiero. Nuestra tecnología patentada de crédito garantizado ofrece una vía de acceso para que nuevos clientes ingresen al sistema crediticio. A través del financiamiento en punto de...

  • Customer Support Supervisor

    hace 5 días

    Ciudad de México, Ciudad de México PayJoy A tiempo completo

    Acerca de PayJoyPayJoy es una empresa de crédito con una misión clara: ayudar a clientes desatendidos en mercados emergentes a alcanzar la estabilidad y el éxito financiero. Nuestra tecnología patentada de crédito garantizado ofrece una vía de acceso para que nuevos clientes ingresen al sistema crediticio. A través del financiamiento en punto de...

  • Production Supervisor

    hace 4 días

    Ciudad de México, Ciudad de México AMETEK A tiempo completo

    The Production Supervisor will lead and manage specified production department(s) to deliver high quality products meeting customer requirements. Goals are achieved by working with subordinate direct labor to increase competency, capacity, and quality. The supervisor is responsible for the overall performance of the department and is therefore expected to...

  • Descripci�n funci�n

    hace 2 días

    Ciudad de México, Ciudad de México CPIM Group A tiempo completo

    Detalles:The primary role is to lead Call Center and Client Teams new hire and on floor training activities including in house trainer development. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP) training for new and existing Call Center employees.ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not...