{"id":1775781,"url":"https://alion.io/job/icontact-bpo-senior-trainer-learning-development","title":"Senior Trainer – Learning & Development","company":{"id":177340,"name":"iContact BPO","domain":"icontactbpo.com","url":"https://alion.io/company/icontact-bpo","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"HR","role_family":"HR","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Post-training","optional":false}],"status":"live","first_seen_at":"2026-10-03T16:29:18Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-13T09:50:08Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About the Role\niContact BPO is looking for an experienced Senior Trainer to join our Learning & Development team.\nIn this role, you will be responsible for the end-to-end design, delivery, and evaluation of training interventions within a BPO environment. You will play an important role in ensuring that employees are equipped with the skills, knowledge, and confidence required to meet client and operational performance standards.\nYou will work closely with Operations, Performance Assurance, and Client stakeholders to ensure training remains aligned with business needs and contributes to sustained performance improvement.\nWhat You’ll Do\nDesign and facilitate engaging blended training programmes, including induction, soft skills, compliance, refresher, upskill, and cross-skill training.\n\nPrepare learners for nesting and operational deployment and provide post-training coaching.\n\nDesign assessments to measure learner competence and identify at-risk learners early.\n\nAnalyse training and performance data to identify opportunities to improve training effectiveness.\n\nMaintain accurate training reports, LMS records, and learning materials.\n\nBuild strong working relationships with Team Leaders, Operations Managers, Performance Assurance, and Clients to ensure training remains aligned with operational requirements.\n\nWhat You’ll Need\nMatric / Grade 12 - essential.\n\nA relevant tertiary qualification in Training, Education, or a related field - advantageous.\n\nFacilitation certification such as ETDP SETA, TDF, or equivalent - advantageous.\n\nMinimum 5 years' experience in a training role within a call centre/BPO environment.\n\nProven training experience within Customer Experience (CX), Sales, or Collections.\n\nStrong understanding of adult learning principles and blended learning methodologies.\n\nExperience working with LMS systems, CRM software, MS Office/Google Workspace, virtual training platforms, and AI tools.\n\nWorking knowledge of quality scorecards, call calibration, and performance metrics, including AHT, CSAT, QA scores, and Speed to Proficiency.\n\nWhat You Can Expect\nYou’ll join a fast-paced BPO environment where you can directly influence employee performance and client outcomes. The role offers opportunities to bring creativity and new ideas into training design and delivery while collaborating closely with Operations, Performance Assurance, Human Resources, and Client stakeholders.\nYou can also expect career growth opportunities, benefits, and a positive team culture.\nReady to Make an Impact?\nIf you are an experienced BPO trainer who is passionate about developing people, improving performance, and creating engaging learning experiences, we’d love to hear from you.","description_format":"text","description_chars":2707,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data & Analytics","Professional Services","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-03T16:29:18Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.793,"p_room":0.945,"age_days":9,"expected_fill_days":22,"reasons":["conf:2","win:mid"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/icontact-bpo-senior-trainer-learning-development","json_url":"https://alion.io/job/icontact-bpo-senior-trainer-learning-development.json","meta":{"generated_at":"2026-10-13T11:51:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18363,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":177340},"rest":"https://alion.io/mcp/rest/get_company?id=177340"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ficontact-bpo-senior-trainer-learning-development"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ficontact-bpo-senior-trainer-learning-development"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ficontact-bpo-senior-trainer-learning-development"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/icontact-bpo-senior-trainer-learning-development\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ficontact-bpo-senior-trainer-learning-development"}]}