Call Center Sales Intake Trainer

About the role

We are looking for a proactive and organized Trainer to join Ovation Law Firm’s intake team in Colombia. The trainer will design and deliver learning programs that equip new and existing call‑center staff to provide an exceptional client experience from the first point of contact.

Key responsibilities

• Develop and maintain training materials, agendas, assessments and learning resources.
• Facilitate new‑hire training programs and ensure compliance with established processes.
• Provide coaching and performance feedback to both new and existing employees.
• Design and deliver continuous education programs based on performance trends and business needs.
• Measure training effectiveness and monitor impact through key metrics.
• Partner with Operations, QA and Leadership to identify training opportunities and support performance improvement.
• Keep training content accurate, relevant and aligned with company goals.

Required profile

• Minimum 3 years of experience as a Trainer, Learning & Development or similar role in a BPO, call centre or high‑volume operational environment.
• Strong classroom facilitation, presentation and adult‑learning skills.
• Excellent written and verbal communication in English (C1/C2 level).
• Strong analytical ability to measure training effectiveness and identify improvement opportunities.
• Highly organized with attention to detail and ability to manage multiple priorities in a fast‑paced setting.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word
• Microsoft Outlook
• Google Docs
• Google Sheets
• Google Slides
• Google Drive
• Google Forms
• Slack
• Microsoft Teams