Job Title:

Trainer II - Bilingual

Job Description

The Trainer delivers client-focused training for new hires, updates, and ongoing needs. They coach and assess call center agents, prepare materials, and ensure readiness for production, collaborating with Operations and maintaining strong communication with stakeholders.
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Essential functions / Core responsibilities:

Training Facilitation and Implementation:

Provide initial and ongoing training to call center agents on the client's products, services, processes, and systems.

Develop training materials to be used in training, including exercises and follow-up activities.

Monitor agents' progress during training, identifying areas for improvement and providing timely coaching and feedback.

Transition and Alignment with Operations:

Work closely with Operations to transition agents to production, ensuring they reach the required competency levels.

Stay up-to-date on the client's products and services by attending meetings and directly observing processes.

Program Evaluation and Continuous Improvement:

Measure the effectiveness of training programs using various feedback techniques (focus groups, surveys, interviews) to identify opportunities for improvement.

Recommend modifications to the curriculum and training materials based on evaluation results and feedback from internal customers.

Communication and Continuous Learning Culture:

Ensure effective and ongoing communication with managers, peers, and other departments, facilitating daily interaction with internal customers.

Actively participate in a continuous learning culture, staying informed about changes and updates to products, services, policies, and procedures.

Main requirements:

Experience: 2+ years as an Operations Trainer in a contact center.

English: Advanced (B2).

Studies in humanities/social sciences.

Effective presentation and teaching skills.

Adaptability: Ability to adjust teaching methods according to the needs of participants.

Ability to manage large and diverse groups.

Proficiency in Office tools and platforms for creating teaching materials.

Concentrix is an equal opportunity employer. All qualified applicants will be considered for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Location:

GTM Ciudad de Guatemala - 15 Avenida 18-49

Language Requirements:

English (Required)

Time Type:

Full time

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