About Solera
Solera is a global leader in data and software solutions, transforming the vehicle lifecycle through connected digital experiences, intelligent technology, data, automation, and insights. We serve approximately 235,000 partners and customers across more than 90 countries, with a global team of approximately 6,500 employees.
At Solera, we are committed to developing our people and creating learning experiences that help employees build confidence, strengthen their skills, and succeed in a fast-paced operational environment.
About the Role
We are looking for a high-energy, results-driven BPO Training Specialist / Operations Trainer to join our Training & Learning team.
In this role, you will be responsible for delivering engaging training programs that support new hire onboarding, employee development, upskilling, refresher training, and operational performance.
You will work closely with Operations, Quality, and other cross-functional teams to identify performance gaps, develop learning solutions, and continuously improve the training experience.
The ideal candidate is an engaging facilitator who enjoys working with people, thrives in a fast-paced environment, and can connect training to measurable business results. Experience in a BPO, call center, contact center, customer service, or operations environment is highly valued.
This position requires a minimum of 2 years of training, learning, facilitation, or related experience. Travel of up to 25% may be required during periods of high business demand.
What You'll Do
Training & Facilitation
- Facilitate instructor-led new hire training and onboarding programs.
- Deliver refresher, upskilling, coaching, and professional development training.
- Create an engaging and inclusive learning environment that encourages participation and knowledge retention.
- Adapt training and facilitation techniques to different audiences, learning styles, and operational needs.
- Provide coaching and feedback to help employees build knowledge, confidence, and job readiness.
- Facilitate both in-person and virtual learning sessions as needed.
Training Content & Curriculum
- Create, update, and maintain training materials, presentations, facilitator guides, job aids, and other learning resources.
- Partner with Operations, Quality, and Client Services to ensure training content reflects current processes, procedures, and business requirements.
- Support LMS administration, course updates, training assignments, and learning content.
- Identify opportunities to improve training materials and learning experiences.
Performance & Continuous Improvement
- Partner with Operations Managers, Supervisors, and Quality teams to identify training needs and performance gaps.
- Review performance trends, learner feedback, quality results, and operational metrics to evaluate training effectiveness.
- Recommend targeted learning solutions to address knowledge and skill gaps.
- Continuously improve training programs based on business needs and learner feedback.
- Support initiatives designed to improve employee performance, engagement, quality, and customer experience.
Technology & Innovation
- Leverage Microsoft Copilot, AI-powered tools, LMS platforms, Microsoft Teams, PowerPoint, and other learning technologies to enhance training effectiveness.
- Explore new AI and digital learning tools that improve training efficiency, content development, and learner engagement.
- Support blended learning strategies, including instructor-led training, virtual facilitation, self-paced learning, and digital knowledge resources.
Operational Support
- Maintain accurate training records, attendance, certifications, completion reports, and other required documentation.
- Support new business launches, operational initiatives, special projects, and other training-related activities.
- Collaborate with trainers, instructional designers, Operations, Quality, and other internal teams.
- Travel up to 25% during periods of increased business demand.
- Perform other duties and responsibilities as assigned.
What You'll Bring
Required Experience
- 2+ years of experience in Training, Learning & Development, Facilitation, Coaching, or a related field.
- Strong experience delivering instructor-led or classroom training.
- Experience creating or maintaining training materials and learning resources.
- Experience presenting to and engaging groups of employees or adult learners.
- Strong communication, presentation, and interpersonal skills.
Preferred Experience
- Experience in a BPO, call center, contact center, customer service, or operations environment.
- Experience training customer service, sales, technical support, or other operational teams.
- Experience with LMS platforms and digital learning tools.
- Experience using performance data or operational metrics to identify training opportunities.
- Experience with coaching, quality assurance, or performance improvement.
Skills & Qualifications
- Excellent presentation and facilitation skills.
- Strong verbal and written communication skills.
- Ability to engage and motivate diverse audiences.
- Strong coaching and conflict-resolution skills.
- Ability to analyze performance trends and identify learning opportunities.
- Strong organization and time-management skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Comfortable working in a fast-paced, changing operational environment.
- Ability to influence and build relationships without direct authority.
- Proficiency with Microsoft Office, PowerPoint, Teams, and other learning technologies.
- Comfortable learning and incorporating AI-enabled tools into training and content development.
- Strong attention to detail and follow-through.
- Commitment to creating a professional, inclusive, and psychologically safe learning environment.
What Success Looks Like
In this role, success means:
- New hires are confident, engaged, and prepared to perform their roles.
- Training programs are aligned with operational and business needs.
- Employees receive effective coaching and development opportunities.
- Training effectiveness is measured and continuously improved.
- Operations and Quality teams see training as a strategic partner in improving performance.
- Technology and AI are used to create more efficient and engaging learning experiences.
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
