Call Center Trainer

About the role

We are looking for a Call Center Trainer to join Confie’s Shared Services Center in Mexico City. The trainer will design and deliver adult‑centered learning experiences that prepare new ambassadors for success in our insurance call‑center environment.

Key responsibilities

• Report on the progress of the training group.
• Audit calls, claims, and transactions of ambassadors during training.
• Assign agents to operational supervisors upon completion of training.
• Ensure learning plans are assigned to new hires.
• Submit ServiceNow tickets according to training needs.
• Schedule talks and complementary sessions with other teams or departments as part of the training.
• 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• Identify and report outdated or incorrect content to the Development team.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 and initiatives aimed at developing or improving training programs.
• Update training materials in alignment with training objectives.
• Report performance, attendance, and participation data to optimize the learning experience.
• Provide individual and group feedback to ambassadors based on trends and performance metrics.
• Escalate any relevant situations that arise during training to Management or support teams.
• Identify and report ambassador behaviors that may require follow‑up by Management or support teams.

Required profile

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

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• ServiceNow