Operations Team Leader

About VXI 

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world’s most respected brands. 

VXI is one of the fastest growing, privately held business services organizations in the United States and the Philippines, and one of the few US-based customer care organizations in China. 

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. We also acquiredSymbio, expanding our global technology services offering and enhancing our competitive position. 

In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and shareholders. 

For more information about VXI, visit: www.vxi.com 

For mor information about our partnership with Bain, please visit: https://www.baincapital.com/news/bain-capital-completes-acquisition-vxi-global-solutions   

Job Summary 

The Training Specialist is responsible for designing, delivering, and evaluating training programs that support employee performance and business objectives. This role facilitates new hire onboarding, conducts skills development training, monitors trainee progress, and partners with Operations and Quality teams to identify performance gaps and implement learning solutions. The Training Specialist ensures all training content is accurate, engaging, and aligned with company policies, client requirements, and operational goals. 

Key Responsibilities: 

• Conduct New Hire Training -Deliver onboarding, product/process training, soft skills, and systems training for incoming batches.  

• Facilitate Upskill & Refresher Training -Run targeted sessions to improve quality, customer experience, and productivity.  

• Develop Training Materials -Create and update training decks, SOPs, assessments, job aids, and knowledge base content.  

• Assess Trainee Performance -Evaluate learning through quizzes, role‑plays, mock calls, and certification tests.  

• Coordinate with Operations & Quality Teams -Align training content with business needs, process updates, and client expectations.  

• Monitor Nesting/Transition Performance-Support trainees during the transition from training to production; provide coaching and feedback.  

• Maintain Training Reports -Track attendance, assessment scores, training effectiveness, and batch performance.  

• Ensure Process Compliance — Reinforce policies, quality standards, and customer‑handling guidelines.  

• Support Continuous Improvement -Recommend enhancements to training programs based on feedback, performance data, and industry best practices.  

Education & Experience 

• Minimum of 3 CSEC subjects, including English. 

• Minimum of 2 years' experience in a Training, Learning & Development, Quality, or Operations role. 

• Experience delivering classroom, virtual, and on-the-job training programs. 

• BPO/Contact Center experience is highly preferred. 

Knowledge, Skills & Abilities 

• Strong presentation, facilitation, and public speaking skills. 

• Excellent verbal and written communication skills. 

• Ability to engage and motivate adult learners with varying learning styles. 

• Strong coaching and performance development skills. 

• Proficient in Microsoft Office Suite, particularly PowerPoint, Excel, and Teams. 

• Ability to develop training materials, job aids, and learning assessments. 

• Strong analytical skills with the ability to interpret training and performance data. 

• Excellent organizational and time management skills. 

• Ability to work independently and manage multiple priorities in a fast-paced environment.