Call Center Trainer
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Job Description
Call Center Trainer delivering virtual training for bilingual representatives in a remote healthcare BPO operation. Preparing new hires for confident production performance.
Responsibilities:
- Deliver engaging and structured training to new customer experience representatives
- Facilitate virtual training sessions
- Explain processes, procedures, systems, and customer service expectations
- Use different teaching approaches for different learning styles
- Monitor learner understanding and identify knowledge gaps
- Conduct knowledge checks, exercises, role plays, and practical activities
- Provide constructive feedback and coaching
- Support learners requiring additional guidance
- Prepare new hires for transition from training into production
- Collaborate with Team Leads and leadership to support learner readiness
- Maintain accurate training records and communicate learner progress
- Adapt training delivery when processes, systems, or requirements change
- Create a positive, professional, and accountable learning environment
Requirements:
- Previous BPO/contact center training experience
- Healthcare/medical customer experience is essential
- Previous experience delivering training to customer service/contact center teams
- At least 1 year of previous remote work experience
- Fully bilingual in English and Spanish
- Excellent spoken and written English
- Strong presentation and communication skills
- Confident delivering training virtually
- Tech-savvy and comfortable learning new systems and platforms
- Strong organizational skills and attention to detail
- Patient, approachable, and able to coach different types of learners
- Strong team-player mentality
- Comfortable working U.S. business hours
- Available to start immediately
- Reliable Windows 11 PC with 16 GB RAM, dual monitors, webcam, wired USB headset, and i5 processor or higher
- Fibre internet with a wired Ethernet connection
- Backup power solution
- Microsoft Teams / Office 365
- Suitable remote workspace
- Comfortable working as an Independent Contractor
- Must be a Mexican national currently residing in México
- All resumes must be submitted in English
- Must complete every stage of the hiring process
Benefits:
- Paid weekly in arrears
- Paid training
- Fully remote work setup
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