Call Center Trainer

hace 2 semanas

Tijuana, México BPO Centers A tiempo completo

Trainer - Call Center

Full-time

Working Hours: 48 hours per week (5 days x 9 hours) on a variable schedule to match the training requirements of Customer Service Representatives (CSRs) in a 24x365 call center.

Location: On-Site in Our Tijuana Office

**Who You'll Work For**

BPO Centers is one of the fastest-growing call centers in Mexico. We have offices in Ensenada, Hermosillo, and Puebla. We believe in a fun work dynamic. We work hard and play even harder. We are a team of owners who all have their eyes on the same goal. To see each other succeed and provide excellent service to our customers.

**What You'll Do**

Reporting to the Director of CS, the CX trainer will develop and facilitate outstanding training and workshop activities that engage teams, help CSRs meet their learning objectives, and contribute to the department's overall performance targets. This position will regularly review training practices to maximize participation, satisfaction, and success.

The primary job function is training for our roadside assistance client. Possibly training other campaigns or LOBs in the future. Additional responsibilities include training of other Shared Services departments and roles.

**Facilitation 50%**

High energy, creative, engaging live facilitation of Day 1 orientation, including clear learning objectives, code of conduct, timekeeping, etc.

Live facilitation of call simulation role plays and soft-skills development.

Live facilitation of refresher and up-training for productive CXRs.

Adapt training methods and instructional material to meet learners' varying learning styles.

Touch base with trainees regularly to assess progress, comprehension, and engagement.

Remain accessible during working hours to answer trainee questions.

**Supervisory 25%**

Manage trainee schedule adherence during training.

Conduct performance management and/or disciplinary action as required under the guidance of HR and CX management.

Ensure trainees are completing training feedback surveys.

**Administration 20%**

Enroll trainees in learning systems and tools.

Ensure trainee's hours are tracked and correct.

Prepare for training requirements by meeting weekly with the CX Support Services, Recruitment and Payroll teams.

Approving Timecards and assisting with Payroll

Schedule IT designates for Day 1 PC configuration for new hires.

**Coaching 5%**

Work one-on-one with trainees to provide feedback and coaching as necessary to achieve job readiness.

Document coaching efforts and outcomes.

Other duties as reasonably assigned

What We Want From You

Experience: minimum 1 year of experience as a Trainer, ideally in a call center or other high-volume, results focused environment.

Previous experience designing training for a virtual audience.

Passion: a passion for creating and delivering engaging learning content that drives trainee job readiness and success. Positive, respectful, and enthusiastic.

Exemplary time management skills: The ability to balance unplanned tasks and duties while consistently and successfully meeting both ongoing and ad-hoc responsibilities.

Strong prioritization skills: Excellent skill in prioritizing tasks and responsibilities in a fast-paced and rapidly evolving environment. Ability to meet ongoing responsibilities even while shifting priorities as new information or situations arise.

Strong attention to detail & focus on accuracy

Exceptional interpersonal skills, both orally and in writing. Excellent literacy.

Five9 and/or Verint experience is an asset.

**What We'll Provide**

All law benefits
Competitive Pay

**Salary**: $4,500.00 - $6,500.00 per week

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