About the Role:

We are looking for an energetic, experienced, and people-focused Dedicated Call Center Trainer to join our Tijuana team.

The Dedicated Call Center Trainer will be responsible for training and developing call center teammates, preparing new hires to successfully handle customer interactions, sales conversations, and back-office processes. This role will deliver engaging classroom training, facilitate hands-on learning, and provide ongoing coaching and development to help teammates meet quality, productivity, and performance expectations.

The Trainer will work closely with Operations, Supervisors, and Leadership to ensure training programs align with client requirements and the day-to-day needs of the call center.

This is an onsite position in Tijuana and is idóneo for someone who understands the fast-paced call center environment and knows how to turn training into measurable performance.

Responsibilities

- Conduct new-hire training for call center teammates, including customer service, sales, and back-office roles.
- Train teammates on call center procedures, client requirements, products, services, systems, and technology.
- Teach effective customer service and communication techniques.
- Train teammates on call handling, active listening, questioning, problem-solving, and appropriate call control.
- For sales programs, train teammates on sales techniques, objection handling, appointment setting, closing, and achieving sales goals.
- Conduct role plays and simulated customer calls to prepare trainees for real customer interactions.
- Facilitate classroom, system, and hands-on training activities.
- Administer knowledge checks, assessments, and other training evaluations.
- Monitor trainee performance throughout the training process and identify areas requiring additional support.




- Provide coaching and feedback to help trainees improve their communication and call-handling skills.
- Work with Operations to ensure a smooth transition from training into production.
- Provide refresher and remedial training based on quality, productivity, customer feedback, and operational performance.
- Support training for new client programs, campaigns, products, systems, and process changes.
- Maintain accurate records of attendance, training completion, test results, and trainee performance.
- Communicate trainee progress and concerns to Operations leadership.
- Help identify recurring performance issues and recommend training solutions.
- Continuously improve training materials, presentations, exercises, job aids, and activities.
- Ensure training is delivered consistently and accurately across all assigned programs.
- Promote a positive, professional, and engaging call center culture.

Required Qualifications

- Previous experience as a call center trainer, facilitator, coach, team lead, supervisor, or manager.
- Call center experience is strongly preferred.
- Experience in customer service, sales, collections, appointment setting, or BPO operations is a plus.
- Excellent verbal and written communication skills.
- Strong presentation and public-speaking abilities.
- Comfortable leading groups and keeping trainees engaged.
- Strong understanding of call center metrics, quality expectations, and performance standards.
- Ability to coach individuals and groups effectively.




- Strong organizational and time-management skills.
- Comfortable working with call center technology, CRM systems, and computer-based applications.
- Ability to learn new client programs and systems quickly.
- Strong problem-solving and interpersonal skills.
- Positive, professional attitude with the ability to work in a fast-paced environment.
- Reliable and comfortable working onsite in Tijuana.

Language Requirements

- Spanish: Fluent
- English: Strong English communication skills required, as training materials, client requirements, and/or systems may be provided in English.

What Success Looks Like

The successful Trainer will help ensure that every new teammate enters production confident, prepared, and capable of meeting the expectations of the program.

You will be successful in this role if you can:

- Create an engaging and positive training environment.
- Help trainees understand not just what to do, but why it matters.
- Identify skill gaps quickly and provide effective coaching.
- Prepare trainees for real-world customer calls and interactions.
- Partner effectively with Operations to improve performance.
- Connect training results to call center metrics and business outcomes.

Why Join Us?

At EAG, we believe our greatest strength is our people. Our Trainers play an important role in building that strength by giving teammates the knowledge, confidence, and skills they need to succeed.

If you are passionate about training, coaching, customer service, and call center performance, we'd love to have you join our team!

Apply today and become part of our Tijuana team!

Sueldo: A partir de $5,000.00 a la semana

Ubicación:

- 22425, Centro Comercial Otay, B.C. (Obligatorio)

Lugar de trabajo: Empleo presencial

📌 Trainer Call Center BPO (C.Comercial Otay)
🏢 Elevate Alliance Group
📍 C.Comercial Otay