About The Role As a Trainer, you will play a pivotal role in training our new agents and collaborating with site leadership on various training initiatives. Your responsibilities will include: + Conduct engaging classroom and virtual training sessions for new hires. + Utilize diverse learning methodologies (e-learning, classroom, web-based/virtual, role-plays) to drive impactful learning and enhance performance. + Design learning experiences aligned with business objectives. + Ensure new hires undergo communication training courses. + Maintain updated records of training curriculums and materials. + Identify individual and team skills gaps. + Provide assistance during the nesting period. + Understand metrics and their impact on performance. About You + Bachelor's degree or equivalent. + Capable of delivering back-to-back classes. + Basic knowledge of adult learning principles and the ability to apply them in a learning culture. + Demonstrated ability in independent facilitation and training principles. + Ability to write training-related material. + Proficient in Microsoft Office tools. + Familiarity with interactive learning activities. + Able to handle highly confidential information and manage multiple projects under pressure. + Excellent communication, facilitation, and interpersonal skills. + Team player with the ability to lead and motivate others. + Willingness to work flexible hours and/or overtime as business needs dictate. It's a plus if you have: + Ability to work flexible hours and/or overtime as business needs dictate. + Previous work experience as a Customer Service Trainer or in a similar role (not required) If you are ready to make a difference and be a part of a supportive and growing team, apply now! Join us in shaping the future of our workforce. Company Description: Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.