Customer Service Trainer

Key Responsibilities

Deliver new-hire (nesting) and ongoing training for voice, chat, and email customer service agents, covering product knowledge, systems, processes, and soft skills.

Run classroom and virtual sessions that build communication, empathy, active listening, de-escalation, and first-contact resolution skills.

Assess trainee readiness through quizzes, role-plays, mock calls, and certification, and decide when agents are ready for production.

Coach agents during nesting and the post-training transition, using live call monitoring and side-by-side sessions.

Work with Quality and Operations to analyze QA scores, CSAT, AHT, and FCR, and turn the findings into refresher training or targeted coaching.

Keep training materials, SOPs, and knowledge base content current with client and process changes.

Track and report training KPIs: attendance, pass rates, ramp-up time, time to proficiency, and 30/60/90-day attrition.

Give feedback to trainees and escalate performance, attendance, or conduct concerns to operations.

Work with the client and internal stakeholders on training needs, process updates, and program improvements.

Support attrition reduction through engaging training and early identification of at-risk new hires.

Qualifications

Bachelor’s degree or equivalent experience.

2-4 years in a BPO or contact center, including at least 1-2 years as a trainer, or as a high-performing agent or team leader moving into training.

Strong facilitation and presentation skills, with excellent spoken and written English (other languages are a plus if the account requires them).

Solid knowledge of customer service metrics (CSAT, AHT, FCR, QA) and of contact center operations.

Hands-on experience with CRM, ticketing, and telephony tools and with LMS platforms.

Experience designing or adapting training content and assessments.

Ability to coach and give constructive feedback, and to manage multiple classes in a fast-paced environment.

Proficiency in MS Office and virtual training tools (Teams, Zoom).

Preferred: Train-the-Trainer certification (e.g., TTT, CPTD, ATD), Six Sigma or quality exposure, and experience with international or voice accounts.