Trainer

Job description:

We are seeking an experienced Contact Center Trainer to design, develop, and deliver impactful training programs for our growing contact center operations. The ideal candidate will be responsible for onboarding, refresher training, process education, knowledge management, and ongoing performance support while creating engaging learning experiences for a global workforce.

A self-driven learning professional who can build a culture of continuous improvement through effective training, engaging content, and daily operational guidance. The ideal candidate combines instructional design expertise with hands-on contact center experience and a proven track record of training international teams.

Key Responsibilities:

• Deliver new hire, refresher, and process update training programs.
• Design and develop training curricula, learning paths, SOPs, job aids, and communication templates.
• Create video-based learning content, e-learning modules, and micro-learning resources.
• Circulate daily, weekly, and monthly learning communications, tips, and process guidance.
• Partner with Operations, QA, and Leadership to identify skill gaps and implement learning solutions.
• Conduct knowledge assessments, certifications, and training effectiveness reviews.
• Support performance improvement initiatives through targeted coaching and retraining.

Required Qualifications:

• 3+ years of experience in Contact Center Training, Learning & Development, or Operations Training.
• Proven experience designing and developing training programs from scratch.
• Experience creating video training content and digital learning materials.
• Strong facilitation, presentation, and communication skills.
• Ability to develop SOPs, job aids, templates, and knowledge management resources.
• Proficiency with Microsoft Office, PowerPoint, Teams, and content creation tools.

Preferred Experience:

• Experience training employees supporting U.S. healthcare, customer service, scheduling, or outreach operations.
• Experience training international and remote teams.
• Ability to adapt training for diverse cultural and learning needs.
• Familiarity with contact center KPIs, quality programs, and performance improvement initiatives.