Training Supervisor – BPO Contact Center

About the role

The Training Supervisor will lead the training function for VXI Egypt’s fast‑paced BPO operations, ensuring new hires and existing staff receive effective onboarding, product knowledge and continuous upskilling. You will work closely with Operations, Quality and Workforce teams to align learning initiatives with client expectations and business goals.

Key responsibilities

• Supervise a team of Trainers, ensuring high‑quality delivery and operational readiness.
• Manage new‑hire onboarding, product training, refresher sessions and upskilling programs.
• Maintain and update training materials, SOPs and learning content to meet client requirements.
• Monitor training effectiveness using assessments, nesting performance, KPIs and post‑training evaluations.
• Partner with Operations, Quality and Workforce teams to identify performance gaps and training needs.
• Conduct training observations, provide coaching and developmental feedback to Trainers and trainees.
• Track and report metrics such as training throughput, attrition, nesting and early production performance.
• Support calibration sessions and ensure consistency across training programs.
• Drive learner engagement initiatives to improve retention and training effectiveness.
• Participate in client meetings and provide training‑related updates.

Required profile

• Bachelor’s degree.
• 2–4 years of experience in Training, Learning & Development or Operations within a BPO/Call Center environment.
• At least 1 year in a supervisory or team‑lead role.
• Strong facilitation, coaching and presentation abilities.
• Excellent communication and stakeholder‑management skills.
• Analytical mindset with experience in reporting and performance analysis.
• Ability to thrive in a fast‑paced, dynamic environment.

Required skills

• Advanced knowledge of Microsoft Excel.
• Advanced knowledge of Microsoft PowerPoint.
• Proficiency with Microsoft Office suite.