Job Description:

●Developing and delivering comprehensive training programs for new and existing Helpdesk employees

●Identifying training needs and designing tailored learning solutions to address skill gaps

●Leading a team of Trainers and ensuring high-quality, engaging training delivery

●Continuously evaluating and enhancing training materials and methods to improve learner outcomes

●Collaborating with department heads to align training with business goals and objectives

●Maintaining training records and reporting on programme effectiveness

●Providing coaching and mentoring to support the professional development of the Helpdesk team

What we're looking for:

●5+ years of experience in a BPO training or learning and development role(required)

●Proven track record of designing and implementing successful training programmes

●Strong facilitation and presentation skills with the ability to engage diverse audiences

●Excellent communication and interpersonal skills to work collaboratively with stakeholders

●Proficient in learning management systems and training technology

●Degree in Human Resources, Organizational Development, or a related field

●Minimum 3-4 years of training management experience required

●Minimum 5 years of BPO or call center industry experience required

●Advanced analytics level SQL proficiency is required for learning analytics and performance measurement responsibilities

●Advanced technical knowledge of APIs and integrations is required for technical skills training oversight

●Digital advertising experience is required.

Experience

●2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a related technical operations role.(required)

●Experience in a SaaS environment is strongly preferred; familiarity with API-first platforms, multi-tenant product ●architectures, and platform lifecycle management is highly valued.

●Demonstrated progression into team leadership, training management, or senior technical enablement responsibilities.

●A track record of building, leading, or significantly scaling a training program — including managing trainers and owning curriculum quality — in a technical, SaaS, or digital advertising organization is a strong advantage.