Contact Center Trainer – Retention & Sales

About the role

As a Contact Center Trainer you will shape the performance of our frontline teams by delivering engaging on‑site and virtual training. You will ensure new hires and seasoned agents graduate with the knowledge and confidence to exceed service standards.

Key responsibilities

• Prepare and deliver premise‑based and virtual training for new hires.
• Implement knowledge checks to confirm readiness for customer interactions.
• Provide ongoing training on updated products, processes, and information.
• Create a positive and interactive virtual learning environment.
• Develop team skills in customer service and communication.
• Motivate, coach, and give feedback to achieve learning objectives.
• Assemble and distribute course materials and teaching aids.
• Track training completion and testing results for each employee.
• Report attendance and progress to management during training and nesting phases.
• Identify new training needs and recommend additional learning material.
• Support the production floor during nesting and assist with ongoing training needs.

Required profile

• Energetic, resourceful, and driven individual.
• Passionate about learning and development.
• Comfortable thriving in a fast‑paced environment.
• Committed to making a lasting impact on team performance.
• Belief that people are the greatest strength of the organization.

Required skills