Trainer - Call Center BPO

Nearstaff Solutions, one of the fastest-growing outsourcing companies worldwide with Contact Center operations throughout the US, Mexico, and Latin America and world headquarters in Valencia, CA, is seeking a highly motivated and experienced individual to join our team as a Trainer. If you are passionate about teaching, have a proven track record in delivering results, and thrive in a fast-paced environment, we want to hear from you!

The Trainer is responsible for leading and managing training programs for various clients in our portfolio. This role includes oversight of the entire training lifecycle, from needs assessment to program design, implementation, and evaluation.

The Trainer ensures the highest standards in client-specific training, continuously improving training methodologies and fostering growth among new hires and tenured employees. This role acts as a bridge between the client, operations, and training teams, ensuring training is aligned with client goals and performance standards

Essential Duties and Responsibilities:

• Deliver new hire induction and serve as a training leader for our current and future clients across all locations. Act as the point of contact for training initiatives and manage the end-to-end delivery and quality of training programs.
• Deliver new hire training programs and refresher trainings with excellence, ensuring comprehensive coverage of client-specific protocols, product knowledge, and service standards. Lead the development of ongoing training initiatives for all levels of staff to promote continuous learning.
• Work closely with SMEs and the Training Director to design, develop, and refine training programs that meet the evolving needs of the client. Update materials based on client feedback, policy changes, and training assessments.
• Regularly assess agent performance using assessments, observations, and other evaluation tools. Provide the client and operations team with reports on training outcomes, and make recommendations for continued development and improvement.
• Manage and maintain accurate records in the Training Database, including contact center agent performance, attendance, history, training hours, course completion, and payroll tracking.
• Collaborate effectively with the client, operations, recruiting, HR and other stakeholders to provide clarity on training programs, procedures, and performance outcomes. Deliver regular progress updates and insights to client leadership.
• Communicate with diverse audiences (e.g., employees, management, other sites,) to provide information and clarification regarding training programs actions, policies, procedures and best practices.
• Actively coach and develop new hires during training and ‘nesting’/OJT phases, focusing on skills application, behavioral expectations, and performance improvement. Provide targeted support and mentorship to help agents meet client standards.
• Handle incidents related to attendance, punctuality, and behavior of trainees in real time, documenting occurrences and escalating to the Training Manager when needed.
• Ensure that all training facilities and materials are prepared and maintained, creating a welcoming and professional learning environment. Coordinate the setup of training sessions in various formats, including virtual and hybrid delivery.

• Strong English communication skills both verbal and written
• Ability to work a flexible full time schedule 48+ hours per week meeting training class needs.
• Results oriented with ability to manage change while creating a positive environment.
• One (1) year of training experience, and/or call center leadership experience preferred.
• Dynamite presentation skills.
• Tracking and reporting of trainee skills assessments using New Hire Training Database.
• Daily tracking trainee payroll hours.

Competencies:

Bias for Action/Hustle

• Speed matters in business. Leaders work long, hard, and smart. They exercise strong business judgment and good instincts that inform their decisions. They make every minute count and seize opportunities. Is tenacious, intense, and has a sense of urgency around getting things done.

Writing, Speaking, and Listening Effectively

• Writes, speaks, and presents information effectively, clearly, and with brevity; communicates to improve understanding, decision making and performance; understands the value of listening to others; thinks before speaking; probes to understand and confirms understanding of what is heard and understood; encourages others to speak; comfortable communicating with groups large and small at all levels.

Deliver Results/Achievement of the Right Results

• Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely manner. Despite setbacks, they rise to the occasion and never settle. Get the important things done. Leaders are resourceful and build things that work in our business. Is resourceful. Maintains effective pace and produces conclusive, measurable results within time constraints.

Communicating/Interpersonal Skills

• Openly shares information about decisions, plans, activities, and organizational strategy and direction with people who need the information to do their work. Develops and maintains good working relationships with others; treats others with respect; builds trust and rapport; practices and promotes involvement and cooperation; well accepted by others even under difficult circumstances; is perceived as approachable, diplomatic and tactful; adjusts approach to suit the needs of theirs.

Composure

• Handles unexpected events calmly; successfully copes with unintended consequences; helps coworkers thrive in stressful situations; identifies and manages stress due to lack of control; acts with the highest level of professionalism and maturity during crisis situations; looks immediately for resolution rather than placing blame.

NEW office / Great Team Work Environment\

Great Bonus Structure

2 days off

Entrepreneurial / Fast-Paced Environment

Opportunities for Advancement

Hiring Now!

Location

Invercasa, 3rd tower 2nd floor

Company Culture & Mission

Nearstaff Solutions makes outsourcing simple so that our clients can focus on their core business and drive sales growth. We are the sales, customer service, and back-office support engine behind many top brands, products, and services. We are very selective with the partners with whom we engage as well as the teammates we invite to be a part of our family. This keeps us focused on our Values: People, Passion, Balance, Transparency, Results, and Fun!