Contact Centre Trainer

We are looking for a dynamic contact center trainer to join our company. In this role, you'll be responsible for scheduling and conducting training sessions for both new and existing contact center agents, and supporting employees to maintain productivity.

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

Now hiring for our Montego Bay Office:

Contact Center Trainer

Job Overview

We are looking for a dynamic contact center trainer to join our company. In this role, you'll be responsible for scheduling and conducting training sessions for both new and existing contact center agents, and supporting employees to maintain productivity.

To be successful as a contact center trainer, you should have excellent knowledge of contact center procedures and expertise in quality assurance. As a contact center trainer, you should be a friendly and approachable individual with effective teaching and communication skills.

Job Responsibilities:

• Facilitating training through the use of appropriate learning techniques.
• Developing contact centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding customer service & sales techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various contact center topics to prepare and support new employees.
• Training experienced employees on new or updated contact center procedures to improve their performance.
• Observing the daily operations of contact center employees and identifying any areas of improvement.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
• Conduct various activities to develop interpersonal skills (e.g. negotiation, teamwork, and conflict management)
• Identify individual and team skills gaps
• Perform other related duties and assignments as required .

Job Requirements:

• A Bachelor's degree in Instructional Design, Education, Psychology, Human Resources, or a related field.
• At least 2 years' experience working as a call center trainer.  
• Additional certification in business leadership, eLearning software, or adult education and training is preferred.
• Proficient in the use of the MS Suite (PowerPoint, Word and Excel).
• Familiarity with learning management systems, such as Moodle, etc.
• Excellent knowledge of customer service and sales techniques.
• Strong teaching abilities and mentoring skills.
• Good communication, interpersonal, and conflict resolution skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.

What we offer:

• Paid training
• Health Insurance
• Life Insurance
• Paid Holidays
• Career advancement programme
• Competitive Salary
• Employee engagement programmes: Staff Parties, Karaoke, Birthday club, Health & Wellness Club etc.

All applicants must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.

Only short-listed applicants will be contacted.