Bilingual Call Center Trainer

About the role

The company is looking for a bilingual call center trainer to train both new and experienced call center agents. The trainer schedules and runs training sessions, manages the training budget and supports staff so that productivity stays high.

Key responsibilities

• Prepare procedures and policies on sales techniques and appropriate agent conduct
• Schedule and run training sessions on call center topics for new employees
• Train experienced employees on new or updated procedures to improve performance
• Observe daily operations and identify areas for improvement
• Work with team leaders and managers on on-the-job coaching
• Evaluate training effectiveness and prepare individual or team progress reports
• Create and manage the training budget
• Help employees keep productivity up and maintain high customer satisfaction

Required profile

• Previous experience as a call center trainer or team leader
• Excellent knowledge of sales techniques and customer service best practices
• Strong teaching and mentoring abilities
• Good communication, interpersonal and conflict resolution skills
• Able to lead people in a fast-paced, stressful environment