Team Trainer – Contact Center

About the role

We are seeking an experienced Contact Center Trainer to design and deliver high‑impact training programs for both voice and back‑office agents. The role focuses on accelerating new‑hire productivity, upskilling existing staff, and continuously improving key performance indicators in a fast‑paced BPO environment.

Key responsibilities

• Conduct new‑hire, refresher and upskilling training sessions.
• Deliver training on processes, systems, and customer‑handling techniques.
• Support agents during nesting and early production phases.
• Provide floor assistance and help resolve operational challenges.
• Coach agents to improve KPIs such as AHT, CSAT, FCR, Accuracy and SLA.
• Update training materials, SOPs and assessments.
• Collaborate with Operations, QA and other stakeholders.

Required profile

• 2–5 years of experience in Training/L&D within a BPO or contact‑center setting.
• Experience with both voice and back‑office processes is preferred.
• Strong command of French (mandatory) and English at B1/B2 level or higher.
• Excellent facilitation, coaching and presentation abilities.
• Good understanding of contact‑center KPIs and workflows.

Required skills

• Familiarity with CRM and ticketing tools.