Job description

Trainer – Customer Service

San Isidro Lima, Perú | Onsite

Job Summary

We are looking for a dynamic and results-driven Trainer to support our customer service operations. This role is responsible for delivering high-quality training programs to new hires and existing employees, ensuring they develop the necessary skills, product knowledge, and customer service competencies to meet operational goals.

Key Responsibilities

Training Delivery & Facilitation

- Facilitate onboarding and ongoing training sessions for new hires and production teams

- Deliver engaging training on customer service, systems, and processes

- Adapt training methods to different learning styles and operational needs

Performance Improvement

- Identify performance gaps through data analysis (QA scores, CSAT, AHT, etc.)

- Conduct refresher trainings and coaching sessions to improve agent performance

- Partner with Operations and QA teams to align training with business needs

Content Development

- Develop and update training materials, presentations, and guides

- Ensure all training content is aligned with internal standards and updates

- Support continuous improvement of training programs

Stakeholder Collaboration

- Work closely with Operations, Quality, and Workforce teams

- Participate in calibration sessions and internal meetings

- Provide feedback and insights to improve overall training effectiveness

Reporting & Tracking





- Track training attendance, progress, and effectiveness

- Prepare reports on training outcomes and performance improvements

- Monitor nesting performance and readiness of new hires

Required Qualifications

Education

- Bachelor’s degree or ongoing studies in Education, Psychology, Business Administration, or related fields (preferred)

Experience

- 1+ year of experience as a Trainer in a BPO or call center environment

- Experience delivering training for customer service or technical support accounts (preferred)

Technical Skills

- Microsoft Office (PowerPoint, Excel, Word)

- Experience with LMS platforms and virtual training tools

- Familiarity with call center metrics (CSAT, AHT, Service Level, QA)

Soft Skills

- Excellent communication and presentation skills

- Strong facilitation and engagement abilities

- Coaching and mentoring skills

- Adaptability and problem-solving mindset

- Strong organizational skills and attention to detail

Additional Requirements

- Advanced English level (required)

- Availability to work onsite in Lima, Peru

- Flexibility to work different shifts based on operational needs

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