Trainer | Customer Service

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission : To create conditions within which people can thrive!

The Trainer will help employees cultivate their skills and knowledge. He/She will provide complete training to share your expertise in ways that motivate others. A Trainer is an experienced educator and must have the ability to convey a message, which should only be surpassed by a deep knowledge of their field. Organizational skills and a positive attitude are important qualities that he/she has to possess. The goal is to promote efficiency and competitive advantage by developing the skills of personnel.

Duties and Responsibilities:

• Handle FST, PST, including Nesting classes

• Conduct coaching sessions with agents to evaluate skills and behavior gaps

• Work with Recruitment, People and Culture, and Operations Teams to manage new hire classes accordingly

• Submit reports at the end of classes and endorse agents from each training phase.

• Record observations for each trainee in class for recommendations and endorsements

• Deliver all types of training related to customer service, sales, and process knowledge

• Partner with clients in conducting TNA, designing and developing learning content

• Evaluate training results and identify opportunities

• Provide operational support by resolving learning gaps affecting performance

• Work on projects from end-to-end project cycles, starting at project conceptualization to implementation, and revisions

Qualifications:

• With 2-4 years of related work experience as a Trainer in a BPO setup, preferably someone who handled customer service, technical support, and sales campaigns

• Proven working experience in employee development or related areas.

• People-oriented and a team player.

• Adequate knowledge of learning management software and web delivery tools.

• Strong verbal and written communication skills and an excellent active listener.

• Ability to handle sensitive matters and apply problem-solving skills to resolve issues.

• Propensity to seek out, accept, and integrate feedback professionally.

• Self-motivated, quick/continuous learner with a passion for helping people realize their full potential.

• Amenable to work onsite