Trainer

As a Trainer, you will deliver the client’s new hire, upskill, and continuing education training to agents supporting the client’s members. You will support multiple lines of business (LOBs), helping agents build the knowledge, skills, and confidence they need to deliver excellent service from day one.

You will bring our client’s training facilitation and classroom management standards to life in every class you lead. These standards are set and reinforced through regular meetings and communications, observation feedback from the client and Master Trainers, and the Facilitation Academy, and you will be expected to apply them consistently and grow with each round of feedback.

This role is a great fit for an energetic, adaptable facilitator who loves helping others learn, takes pride in consistency and quality, and is excited to grow their skills in a fast-moving environment.

In this role, you can expect to:

• Facilitate new hire, upskill, and continuing education (CET) training across multiple LOBs, both in person and virtually, using client-provided training materials and facilitator guides.
• Deliver every class to the client’s facilitation and classroom management standards, as communicated through meetings, communications, observation feedback, and the Facilitation Academy.
• Actively seek out and apply observation feedback from the client and Master Trainers to continuously improve your delivery.
• Complete our client’s trainer certification process: attend new hire training as a participant, facilitate a class under the supervision of the client or a Master Trainer, and earn certification, which is renewed annually.
• Keep your product and process knowledge sharp by completing production time each month in the LOBs you support.
• Manage an engaging, professional classroom (in person and virtual), keeping learners on track, participating, and meeting attendance and professionalism expectations.
• Administer assessments and tollgates, ensure learners complete all required LMS modules, and support learners in meeting passing standards before they move into nesting.
• Support agents during nesting with reinforcement and review training, debriefs, and targeted activities, in partnership with SMEs, coaches, Team Leads, and QA.
• Participate in audits and observations, including on-site visits and video or audio recordings, to verify curriculum compliance and facilitation quality.
• Track and report training activity, including participation, assessment results, and post-training learner survey data, on the cadence our client defines.
• Drive timely completion of assigned CET (95% or higher by the due date), and reschedule any canceled sessions promptly.
• Submit any content you create that references client policies, processes, or tools to the client for approval at least one week before facilitating, and report content gaps or issues you identify.
• Partner with Operations, QA, Team Leads, and Master Trainers to share learner insights and help improve speed to proficiency.

To thrive in this role, you have:

• 2–3+ years of training and facilitation experience, ideally in a contact center or BPO environment.
• Strong facilitation and classroom management skills across in-person and virtual instructor-led formats.
• The ability to quickly learn and teach multiple LOBs, products, and processes, and to flex between them as business needs change.
• A coachable, growth-oriented mindset, with a track record of welcoming feedback and quickly putting it into practice.
• A solid understanding of adult learning principles and how to keep learners engaged.
• Comfort working with training data and an LMS to track learner progress, assessments, and completion.
• Excellent written and spoken English communication and strong interpersonal skills.
• Strong organization and time management skills to manage multiple classes and deadlines.
• Experience in financial services, fintech, or another regulated industry is a plus.
• Familiarity with tools such as Zendesk, Five9, Twilio Flex, and a knowledge base (e.g., Shelf) is a plus.
• Ability and willingness to travel up to 30% of the time.