Contact Center Trainer - Montego Bay, Jamaica

Montego Bay, St. James, Jamaica
Full Time
OPS
Experienced

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

Now hiring for our Montego Bay Office:

Contact Center Trainer

Job Overview

We are looking for a dynamic contact center trainer to join our company. In this role, you'll be responsible for scheduling and conducting training sessions for both new and existing contact center agents, and supporting employees to maintain productivity.

To be successful as a contact center trainer, you should have excellent knowledge of contact center procedures and expertise in quality assurance. As a contact center trainer, you should be a friendly and approachable individual with effective teaching and communication skills.

Job Responsibilities:

  • Facilitating training through the use of appropriate learning techniques.
  • Developing contact centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
  • Preparing procedures and policies regarding customer service & sales techniques and appropriate agent conduct.
  • Scheduling and conducting training sessions on various contact center topics to prepare and support new employees.
  • Training experienced employees on new or updated contact center procedures to improve their performance.
  • Observing the daily operations of contact center employees and identifying any areas of improvement.
  • Liaising with team leaders and managers to conduct on-the-job coaching.
  • Measuring the effectiveness of training sessions and preparing individual or team progress reports.
  • Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
  • Conduct various activities to develop interpersonal skills (e.g. negotiation, teamwork, and conflict management)
  • Identify individual and team skills gaps
  • Perform other related duties and assignments as required .

Job Requirements:

  • A Bachelor's degree in Instructional Design, Education, Psychology, Human Resources, or a related field.
  • At least 2 years' experience working as a call center trainer.  
  • Additional certification in business leadership, eLearning software, or adult education and training is preferred.
  • Proficient in the use of the MS Suite (PowerPoint, Word and Excel).
  • Familiarity with learning management systems, such as Moodle, etc.
  • Excellent knowledge of customer service and sales techniques.
  • Strong teaching abilities and mentoring skills.
  • Good communication, interpersonal, and conflict resolution skills.
  • Ability to provide leadership to personnel in a fast-paced and stressful work environment.

What we offer:

  • Paid training
  • Free Health Insurance
  • Free Life Insurance
  • Daily Lunch Allowance
  • Paid Holidays
  • Educational Assistance
  • Career advancement programme
  • Shuttle service
  • Competitive Salary
  • Employee engagement programmes: Staff Parties, Karaoke, Birthday club, Health & Wellness Club etc.

All applicants must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.

Only short-listed applicants will be contacted.

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

ELECTRONIC SIGNATURE NOTICE AND CONSENT

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.

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