Virtual Training & BPO Operations Manager

Overview

The Opportunity : Shape the Future of Service Delivery. Are you a proven leader in the Business Process Outsourcing (BPO) and training space, ready to manage and scale a high-performing global training program? We’re seeking a Virtual Training & BPO Operations Manager to own the learning strategy for our frontline customer service teams across multiple BPO partnerships and client programs. This is a strategic leadership role where your expertise will directly impact service quality, agent retention, and client success. You won’t just train; you will manage the entire lifecycle of learning and quality assurance within a rapidly growing BPO ecosystem.

What You’ll Be Doing : Strategic Leadership & Program Ownership

Your primary mission is to ensure operational excellence through standardized, high-quality, and scalable training programs.

Responsibilities

• Training Strategy and Management : Design, implement, and oversee all virtual training programs, managing schedules, resources, and trainers across various client accounts and BPO sites.
• Curriculum Standardization : Develop a consistent, world-class training curriculum and toolkit that can be rapidly deployed and customized for new client launches, focusing heavily on modern platforms like Gorgias, Shopify, Zendesk, and Freshdesk.
• Performance and Quality Oversight : Collaborate closely with BPO partners and Quality Assurance (QA) teams to establish key performance indicators (KPIs) for training effectiveness, evaluating agent readiness and closing performance gaps post-training.
• New Program Onboarding : Lead the training and knowledge transfer phase for all new client integrations, acting as the subject matter expert (SME) to ensure seamless and efficient agent certification.
• Virtual Facilitation & Coaching : Maintain a hands-on presence by personally leading strategic, advanced training, coaching BPO trainers, and modeling best practices for virtual delivery via platforms like Zoom.

Qualifications

Remote Perks & Professional Growth

If you’re ready to drive the operational excellence of a world-class, virtual BPO model, apply now.

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