Call Center Trainer

About the role

The Call Center Trainer will design and deliver effective training programs that align with business needs, supporting the technical, operational, and cultural development of new ambassadors. Using adult‑centered learning methods and performance data analysis, the trainer ensures new hires are prepared, integrated, and successful in their roles.

Key responsibilities

• Report on the progress of training groups.
• Audit calls, claims, and transactions performed by ambassadors during training.
• Assign agents to operational supervisors after training completion.
• Ensure learning plans are assigned to new hires.
• Submit ServiceNow tickets for training needs.
• Schedule talks and complementary sessions with other teams or departments.
• Facilitate training sessions using andragogical principles and effective instructional techniques.
• Identify and report outdated or incorrect content to the Development team.
• Participate in departmental projects aimed at improving training programs.
• Update training materials to align with objectives.
• Report performance, attendance, and participation data to optimize learning.
• Provide individual and group feedback based on trends and metrics.
• Escalate relevant situations to management or support teams.
• Identify ambassador behaviors that require follow‑up by Management, HR, Workforce, Facilities, or Talent Acquisition.

Required profile

• Bachelor's degree in education or a related field.
• Minimum 1 year of experience in training or education‑related roles (mandatory).
• Advanced English proficiency (B2+).
• Previous experience working in a call‑center environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) – mandatory.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• ServiceNow ticketing system