Contact Center Trainer

Position Overview

Manila, PH.
We are looking for a Contact Center Trainer to deliver high-impact training programs that prepare our agents to exceed client expectations and deliver exceptional customer experiences. The role requires strong facilitation, communication, and continuous improvement skills.

Key Responsibilities

• Deliver engaging training sessions for new hires and existing agents across multiple client accounts.
• Develop training materials, manuals, and e-learning content tailored to client-specific processes.
• Conduct onboarding, soft skills, product, and systems training in both in-person and virtual formats.
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with operations and quality teams to identify training needs and performance gaps.
• Maintain accurate training records and prepare reports for internal and client stakeholders.