Contact Center Trainer

About the role

We are seeking an experienced Contact Center Trainer to join our team in Medellín. The role focuses on training, coaching, and developing customer service agents to enhance quality and performance across the contact center. The trainer will work closely with team leaders to align training initiatives with business objectives and ensure consistent service standards.

Key responsibilities

• Design and deliver onboarding and refresher training programs for contact center staff.
• Facilitate interactive training sessions, workshops, and coaching activities.
• Monitor training effectiveness through performance metrics and feedback.
• Collaborate with operations and quality teams to identify skill gaps and develop improvement plans.
• Maintain training materials and ensure they are up‑to‑date with best practices.
• Develop e‑learning modules and digital resources.
• Evaluate trainee progress and provide constructive feedback.
• Track key performance indicators to measure training ROI.

Required profile

• Proven experience in contact center training and development.
• Strong facilitation and communication abilities.
• Experience conducting onboarding and ongoing refresher sessions.
• Capability to assess training impact and drive performance improvements.
• Ability to adapt training methods to diverse learning styles.
• Strong analytical skills to interpret performance data.

Required skills