Trainer Analyst Callcenter
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Key Responsibilities
• Deliver technical training to new hires and existing teams
• Provide on-the-job support and coaching to agents
• Monitor calls and identify areas for improvement
• Provide feedback focused on performance and quality
• Design and implement action plans to improve results
• Periodically assess team knowledge and performance
• Update training content, materials, and processes
• Prepare training and performance reports
• Participate in meetings with clients and internal teams Requirements
• Bachelor’s degree in Psychology, Education, or a related field
• At least two years of experience in training; call center experience is preferred
• B2 conversational English proficiency
• Experience in training, coaching, or employee development
• Strong communication and leadership skills
• Results-oriented mindset and commitment to continuous improvement
• Experience preparing reports and tracking performance indicators Preferred Qualifications
• Experience training Customer Service and/or Customer Experience teams
• Experience in quality monitoring or calibration sessions
• Experience facilitating groups and training activities
What We Offer
• Statutory benefits
• Ongoing training
• Career growth opportunities
• Excellent work environment Location and Schedule
Location:
Corporativo Capital Reforma, Mexico City Work arrangement: On-site Schedule: Monday through Friday, from 9:00 a.m. to 6:00 p.m.
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