Detalhes da oferta
As a BPO Trainer in the field of Customer Service you'll responsible for the design, delivery, and continuous improvement of training programs for Customer Service Representatives supporting international brands. The Trainer ensures new hires and existing employees acquire the necessary knowledge, skills, and behaviors to deliver an excellent customer experience across phone, email, and chat channels.This role plays a key part in onboarding, upskilling, quality improvement, and performance optimization, working closely with Operations, Quality, and Team Leaders.
Key Responsibilities
Deliver initial onboarding training for Customer Service Representatives, covering systems, processes, soft skills, and client-specific requirements;
Conduct product, systems, customer experience, and process training related to online purchases, order management, product information, and incident resolution;
Facilitate interactive classroom and virtual training sessions in English;
Prepare, adapt, and maintain training materials (presentations, manuals, exercises, assessments);
Support nesting and on-the-job training, providing real-time feedback and coaching to new hires;
Conduct refresher trainings, upskilling sessions, and performance improvement workshops;
Evaluate training effectiveness through assessments, observations, and performance metrics;
Collaborate with Team Leaders and Quality teams to identify skill gaps and training needs;
Ensure training content aligns with client requirements, quality standards, and operational KPIs;
Support change management initiatives by training teams on new processes, tools, or updates;
Maintain accurate training documentation and reporting.
Profile & Requirements
Previous experience as a Trainer, Coach, or Senior Agent in a Customer Service / Contact Center / BPO environment;
Fluent or native-level English (C1/C2) – mandatory (training delivery language);
Strong facilitation and presentation skills with the ability to engage diverse audiences;
Excellent communication and interpersonal skills;
Strong understanding of customer service principles and customer experience standards;
Experience training across multiple channels (phone, email, chat) is a plus;
Coaching mindset with a structured, proactive, and solution-oriented approach;
Good organizational skills and ability to manage multiple training priorities.
What We Offer
Competitive salary package aligned with the market;
Meal allowance;
Performance bonus;
Certified training contract followed by an employment contract;
International and multicultural work environment;
Ongoing professional development and career progression opportunities.
If this role fits your profile, do not hesitate to apply to it.
| Distrito | Lisboa | ||||||||
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| Local | Lisboa | ||||||||
| Sector de actividade | Educação, Cultura e Desporto | ||||||||
| Tipo de contrato | Full-time | ||||||||
| Tipo de oferta | Emprego | ||||||||
| Contactos |
Adecco Recursos Humanos, E.T.T., Lda.
Edifício Mar Vermelho Av. D. João II, Lote 1.06.2.5 B, 9.º Piso, Parque das Nações 1990-095 Lisboa Portugal
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