Contact Center Trainer
Location: Del Valle Centro, Mexico City (Onsite)
About the Role:
We are looking for an energetic and experienced Contact Center Trainer to join our growing operations team in Mexico City.
In this role, you will be responsible for delivering engaging training programs that prepare new hires for success and support ongoing development for our call center agents.
You will facilitate new hire classes of ***** agents, helping them build the skills, product knowledge, and confidence needed to deliver exceptional customer experiences.
This position plays a critical role in ensuring agents are fully prepared to meet operational and client expectations.
What You'll Do:
- Deliver interactive new hire training programs for groups of ***** agents
- Train agents on customer service techniques, call handling, systems, policies, and client processes
- Facilitate role plays, call simulations, and practical exercises to reinforce learning
- Evaluate trainee performance through assessments, mock calls, and knowledge checks
- Provide coaching and support to help trainees meet readiness standards
- Collaborate with Operations, Quality Assurance, and Leadership teams to ensure training aligns with program expectations
- Identify training gaps and recommend improvements to curriculum and materials
- Maintain training reports, attendance records, and trainee performance tracking
- Support refresher training, upskilling sessions, and ongoing agent development initiatives
- Foster a positive,



engaging classroom environment that encourages participation and learning
What We're Looking For:
- 3+ years of experience as a Trainer in a BPO or contact center environment
- Experience facilitating classroom training for groups of ***** participants
- Strong presentation, facilitation, and public speaking skills
- Knowledge of contact center KPIs, customer service best practices, and agent performance standards
- Experience delivering new hire onboarding programs
- Excellent English communication skills (written and verbal)
- Strong organizational and time management skills
- Experience working with training materials, presentations, and learning tools
- Ability to work onsite in Mexico City
- Ability to thrive in a fast-paced, performance-driven environment
What We Offer:
- Competitive base salary
- Food vouchers
- Paid Time-Off
- All legal benefits
- Opportunities for career growth and professional development
- A collaborative and energetic contact center environment
Job Type
Full-time, Permanent
Location
Del Valle Centro, CDMX - Onsite role
Preferred Qualifications
- High school diploma or equivalent
- Experience training customer service or sales call center teams
Pay: $35,****** - $40,****** per month
Ability to commute/relocate:
- *****, Del Valle Centro, CDMX: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Training: 3 years (required)
Work Location: In person

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