Call Center Trainer

About the role

We are looking for an engaging and experienced Call Center Trainer to onboard, educate, and empower our customer support team. You will be responsible for creating training materials, conducting interactive learning sessions, and ensuring our agents are fully equipped to deliver world-class service. If you are a natural coach who loves helping others succeed and can translate complex processes into easy-to-understand concepts, we want you to lead our training initiatives.

Responsibilities

• Onboarding & Training: Facilitate comprehensive training programs for new hires, covering company policies, CRM tools, product knowledge, and communication soft skills.
• Content Development: Design, update, and maintain engaging training materials, learning modules, playbooks, and knowledge base articles for the team.
• Performance Coaching: Listen to live and recorded calls to identify knowledge gaps, providing constructive feedback and targeted refresher courses for existing agents.
• Quality Alignment: Work closely with Quality Assurance and Operations managers to ensure all training aligns with performance metrics and company standards.

Requirements

• Proven experience as a Corporate Trainer, Call Center Trainer, or Quality Assurance Specialist in a BPO environment.
• Exceptional presentation and public speaking skills, with the ability to engage both remote and in-person audiences.
• Strong proficiency with e-learning platforms, CRM systems (e.g., Zendesk, Salesforce), and video conferencing tools.
• Deep understanding of adult learning principles and instructional design techniques.
• Patience, empathy, and a genuine passion for mentoring, coaching, and developing talent.

Benefits

• Competitive Salary
• Remote Flexibility
• Career Advancement
• Health Coverage