Training Manager (Call Center)

Location: Monterrey and Saltillo, Mexico (Onsite role)

Status: Full-time

The primary role is to lead all Call Center and Client Teams new hire and on floor training activities including in house trainer development.

Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP) training for new and existing Call Center employees.

• Plan batches w.R.T NHs and Refresher trainings for the projects assigned.
• Review Existing Training Materials and Identify need for updating.
• Create new content as and when necessary.
• Help in designing KRAs for the team and periodically review trainer performance vis-a-vis production performance at regular intervals.
• Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening ...