Training Lead

Descripción de la oferta

Qualifications3-5 years of experience in a call center environment, with at least 2 years in a training or leadership role.
Strong knowledge of call center operations, customer service best practices, and performance metrics.
Experience with training methods and tools (e.g., eLearning platforms, LMS systems, role-playing exercises).
Proven ability to lead teams and foster a positive learning environment.
Skills:Excellent verbal and written communication skills.
Strong leadership and interpersonal skills, with the ability to motivate and guide agents and trainers.
Knowledge of instructional design, training methods, and assessment techniques.
Ability to analyze performance metrics and adjust training programs accordingly.
Strong organizational and time management skills.
Proficiency with call center technology and CRM systems
EducationBachelors degree in Business Administration, Human Resources, Communications, or a related field.
Certifications in training, adult learning, or coaching are a plus (e.g., Certified Professional in Learning and Performance (CPLP), Instructional Design certifications).
Responsibilities
1. Performance Management and Team Development
1.1 Conduct performance reviews of trainers, evaluating needs and performing cost/benefit analysis and other evaluations of operational strategies.
1.2 Lead open forums and team meetings to communicate productivity and performance goals, motivating trainers.
1.3 Supervise and improve center performance through continuous monitoring, problem resolution, system audits, and quality assurance measures.
1.4 Establish high standards of productivity, quality, and customer service, defining clear guidelines for users.
2. Content Development and Management
2.1 Review training agendas and content development, ensuring effective implementation.
2.2 Summarize, gather, and analyze training trends and data for regular performance reports.
2.3 Oversee the maintenance of the training system and the implementation of updates.
3. Recruitment and Human Resources Support
3.1 Assist the Human Resources department in the hiring process, interviewing potential candidates, and defining clear job expectations.
4. Leadership and Continuous Improvement
4.1 Maintain constant professional improvement by participating in workshops provided by the company, following trends, and actively engaging in team projects.
4.2 Demonstrate sound judgment and fairness in managing policies and procedures, influencing and motivating others.
4.3 Strategic thinker with the ability to execute tactically, managing people, processes, and technology.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional

Palabras clave: formacion, training, capacitacion, capacitador, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente

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Acerca de Contact Point 360 S.A.S

Over 16+ years of our customer experience, BPO, technology, and consulting experience, we endeavor to deliver result-centric customer care services across industries. Whether it’s the tech, telecom, healthcare, or travel and hospitality industry, we excel in providing exceptional CX services through an outcome-focused and customer-centric approach.

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