Trainer II
Core
Deliver client-focused training for new hires, product updates, and refresher courses to ensure workforce preparation and superior service delivery in North American voice and chat processes.
Role type
Senior IC trainer (customer service)
Builds
Training programs, simulations, role plays, and chat scenarios for North American clients
Domain
Business Process Outsourcing (BPS) / Customer Engagement
Required skills
North American customer service (voice and chat), training facilitation, curriculum development, compliance training, certification assessment, stakeholder partnership, performance metrics analysis
Preferred skills
Training certification, instructional design, MS Office, LMS platforms, virtual training tools
Technologies
MS Office, LMS platforms, virtual training tools
Responsibilities
Deliver new-hire, cross-skill, and refresher training; Train agents on customer handling and de-escalation; Develop and customize training materials; Conduct certification assessments and readiness evaluations; Support nesting and live production with coaching; Partner with stakeholders to address performance gaps; Track and report training effectiveness
Seniority
Mid-level, hands-on IC
