Trainer

Description:

DNA BPO Solutions runs HR and transport operations for a European client in the passenger transport sector. Our team keeps daily routes running and records accurate, and the work carries real duty-of-care responsibility. We are hiring our first Trainer to make sure everyone on the account is ready for it.

This is a build role. There is no training function here yet. You will create it. You will be based in our Islamabad office, on site, with the team you train.

What you will do

• Run a real Learning & Development cycle for DNA's staff: find out what people cannot do yet, prioritise it, train it, then measure whether it actually improved.

• Train our coordinators on safeguarding, data protection, duty of care and handling distressed callers, to the standards our European client works to. Refreshed every year, with records the client can audit at any time.

• Build and deliver online training for the client's field staff on the systems they use: the mobile app, timesheets, reporting and route paperwork.

• Coach spoken English and call handling for everyone who speaks to the client's customers and partner organisations.

• Keep a training matrix current, so nobody works a task they have not been trained for.

• Report to the General Manager each month: what gaps you found, what you trained, what improved, what still needs work.

What we are looking for

• Five or more years in corporate training, L&D or organisational development, ideally in a BPO or contact centre.

• Excellent spoken and written English. You will be training people who speak to European callers every day.

• You build your own material: slide decks, short screen recordings, job aids, quick knowledge checks.

• Confident training remotely, over video, to people in another country and another time zone.

• Evidence that you have measured a training outcome, not just delivered a session.

• A degree in HR, education, business or similar. CIPD, ATD or a train-the-trainer certificate is a plus, not a must.