Bilingual Call Center Trainer

About the role

We are seeking a bilingual trainer to lead and enhance the performance of our call centre agents. In this position you will design, schedule, and deliver training programs for both new hires and experienced staff, while managing the training budget and ensuring high productivity and customer satisfaction.

Key responsibilities

• Develop procedures and policies related to sales techniques and appropriate agent conduct.
• Schedule and conduct training sessions on a variety of call‑centre topics for new employees.
• Provide refresher training to experienced agents on updated processes and best practices.
• Observe daily operations, identify improvement areas, and recommend corrective actions.
• Collaborate with team leaders and managers to deliver on‑the‑job coaching.
• Measure training effectiveness and prepare individual or team progress reports.
• Create and manage the training budget.
• Ensure agents maintain productivity levels and high customer‑satisfaction scores.

Required profile

• Previous experience as a call‑centre trainer or team leader.
• Strong knowledge of sales techniques and customer‑service best practices.
• Excellent teaching, mentoring, and communication abilities.
• Interpersonal and conflict‑resolution skills.
• Leadership capability in a fast‑paced, high‑stress environment.

Required skills