Trainer - Contact Center

DATAMARK, Inc. is looking for an enthusiastic and experienced Trainer for our Contact Center. In this pivotal role, you will be responsible for developing, implementing, and overseeing training programs tailored for our contact center representatives. Your goal will be to enhance the skills of the team, ensuring that they provide exceptional customer service while meeting organizational standards.

As a Trainer, you will assess training needs, create engaging training materials, deliver effective training sessions, and evaluate training outcomes. You will collaborate closely with supervisors and management to identify areas for improvement and adjust training strategies accordingly. The ideal candidate will have a passion for education and a strong understanding of call center operations.

Responsibilities

• Develop and implement training programs for contact center representatives.
• Conduct training sessions, workshops, and one-on-one coaching sessions.
• Assess training needs and adapt programs to meet changing requirements.
• Create and maintain training materials, manuals, and other educational resources.
• Evaluate the effectiveness of training programs and make necessary adjustments.
• Collaborate with team leaders to ensure training aligns with operational goals.
• Prepares periodic, standardized reports and analyzes development and training needs.
• Tests trainees to measure progress and to evaluate the effectiveness of training.
• Stay updated on industry trends and best practices in contact center training.

Requirements

• High School diploma or equivalent, Bachelor’s degree in Business or related field preferred.
• At least 3 years of experience in customer support, client services, or related field.
• Strong understanding of contact center operations and key performance indicators.
• Excellent presentation and communication skills.
• Ability to engage and motivate trainees.
• Proficiency in Microsoft Office, training software, and learning management systems.
• Strong organizational skills and attention to detail.
• Ability to adapt training techniques to accommodate various learning styles.
• Experience with performance evaluation and feedback processes.

Benefits

• Todas las prestaciones de ley
• Cafeteria
• Pago semanal
• Capacitacion pagada