Training Specialist / Call Center Trainer – Collections

? Mexico City | On-site

About the Opportunity

Call Center Services International (CCSI) is looking for an experienced Call Center Trainer to support the development and performance of our Collections team.

We are looking for someone with a strong background in training, coaching, and employee development , ideally within a call center, collections, financial services, or other performance-driven environment.

In this role, you will be responsible for delivering effective training, strengthening communication and collection skills, identifying performance gaps, and helping employees successfully apply what they learn on the floor.

What You'll Do

- Deliver engaging new-hire and ongoing training for Collections employees.
- Coach employees on communication, collection techniques, customer interactions, and performance expectations.
- Facilitate classroom and practical training sessions in a high-volume call center environment.
- Identify knowledge and performance gaps and develop targeted refresher or reinforcement training.
- Monitor training progress and evaluate employee understanding and readiness.
- Use performance data and operational feedback to identify training opportunities.
- Partner with Operations, Quality, and leadership to improve employee performance.
- Reinforce compliant collection practices, including applicable FDCPA and CFPB guidelines .




- Maintain training documentation, results, and progress reports.
- Support continuous improvement of training materials, processes, and methodologies.

What We're Looking For
- Strong hands-on experience in Training, Learning & Development, or employee coaching – required.
- Previous experience delivering training in a call center or high-volume operational environment .
- Experience facilitating training groups and coaching employees individually.
- Strong presentation, facilitation, and communication skills.
- Ability to identify learning gaps and turn them into actionable training.
- Experience measuring training effectiveness and employee performance.
- Collections or financial services experience is highly preferred .
- Knowledge of FDCPA, CFPB, or collections compliance is highly preferred.
- Comfortable working with performance metrics, reports, and operational leadership.

Compensation & Benefits ? $5,000–$6,000 MXN weekly net

? $350 USD monthly performance bonus

⭐ $200 USD adherence bonus

? Monday through Saturday, with one weekday off + Sundays off

? Operating schedule: 7:00 AM–8:00 PM

? On-site – Paseo de la Reforma 99, Mexico City

✅ Legal benefits from day one

? Savings fund

? Professional growth opportunities

Ready to help people learn, improve, and perform at their best? Apply and grow your career with CCSI.

📌 Especialista en formación (Ciudad de México)
🏢 CCSI Talent Hub
📍 Ciudad de México