This role is critical for the organization when it comes to the contact center or servicing team, the position will lead team member in order to train all the new hires from the organization when it comes to the Servicing team, this role needs to und lo erstand how to teach and teach how to learn in a very fast way to their direct reports or the agents as well.
Main responsibilities:
- Developing call centers or product education materials, such as digital presentations, howto manuals, and instructional videos.
- Manage the Training Team members in order to develop their performance and measure effectiveness of the team.
- Preparing procedures and policies regarding customer service, experice, and appropriate agent conduct.
- Scheduling and conducting training sessions on various call centers (BPOs and In house) topics to prepare and support new employees.
- Training experienced employees on new or updated call center/product procedures to improve their performance.




- Observing the daily operations of call center (InHouse & BPOs) employees and identifying any areas of improvement.
- Manage and measure the BPOs training processes along with providing visibility over the new updates/changes from the Clients.
- Liaising with team leaders and managers to conduct onthejob coachings
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Creating and managing the training budget.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
Lugar de Trabajo: En persona
Dirección: Av. Paseo de la Reforma 26 Juárez, Cuauhtémoc Ciudad de México 06600
Must be able to work nights and weekends as needed
Pay: $22,000.00 per month
Work Location: In person

📌 Trainer (México)
🏢 Firstsource Transaction Services
📍 México