Trainer - Call Center

UnifyCX is growing! We are looking for an experienced Call Center Trainer to join our motivated and ambitious team in Barranquilla. Come be one of the pioneers at our newest location!

What Will You Do?

The overall purpose of the Contact Center Trainer is to facilitate on premise and new hire and continuous education training, develop and organize content and curriculum, and educate Trainees to successfully graduate prepared and on schedule. Ultimately, you will make sure our customer service representatives build the skills necessary to deliver excellent levels of individual performance and customer satisfaction.

We believe that our employees are the most important asset of our company and our commitment to world class training is a key to our success. Ideal candidates for this position will be outgoing, intelligent, dependable, and ready to take their career to the next level with a growing company.

In this position, you will: 

Prepare and provide on premise and/or virtual training for new hires.

Ensure that knowledge checks are in place to guarantee preparedness for handling customer phone interactions

Provide ongoing training of new and updated information, products, and processes

Create a positive and engaging virtual learning environment

Develop team skills in areas of customer service and communication

Ensure that all team members receive appropriate motivation, direction, coaching and feedback to achieve the learning objectives

Assemble and distribute course materials and teaching aids

Track completion of training and all testing results by employee

Provide feedback to management regarding individual attendance and progress during training and nesting

Coordinate with training management to identify new training needs and recommend additional learning material as appropriate

Assist with on-going training needs

Provide production floor support during nesting

Other duties as required

Who You Are:  

To be considered, candidates are expected to have the following:  

1-2 years of adult learning training experience, preferably in a call center environment

Excellent communication and presentation skills

Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice

Ability to work in a challenging environment with frequent interruptions, changing priorities, and deadlines

Ability to train on repetitive material while maintaining focus and enthusiasm

Familiarity with interactive learning techniques

Experience with Learning Management Software (LMS) preferred

Excellent organizational skills, detail-oriented

Proficiency in all Microsoft Office programs

Ability to work independently and finish tasks with minimal supervision

 Who We Are: 

UnifyCX is a Global Business Process Outsourcing company with locations in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines, that provides personalized contact centers, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.

• UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity.