Remote Bilingual Customer Service Call Center Trainer

Valor Global is looking for a Bilingual Call Center Trainer for their Customer Service Agents, responsible for delivering engaging training sessions and supporting ongoing skill development in both English and Spanish. The role focuses on ensuring teams are equipped with essential communication and customer care expertise to provide exceptional service across diverse client bases.

Responsibilities:

• Ensures all training programs run smoothly and effectively
• Works with management to identify training needs and achieve account specific training goals
• Tracks and evaluates all training effectiveness as measured by the trainee’s success meeting key performance indicators (KPI)
• Meets with trainers, supervisors, managers, and clients to review training materials and processes
• Develops supplemental materials and gain approval from the client(s) as necessary
• Schedules and coordinates training for multiple employees and groups
• Manages accuracy and approves timecards
• Manage a team of approximately 15-35 agents and ensure that all key metrics of performance per clients are met or exceeded
• Manage retention and attrition
• Ensures company policies and procedures are adhered to
• Work closely with QA/mentors to discuss errors/quality issues
• Implement all programs, systems and procedures required by management
• Work very closely with associates to resolve issues/problems through coaching
• Perform other job duties as assigned

Requirements:

• Instructor led training experience
• Bachelor's Degree a plus, minimum HS diploma (or GED)
• 2 – 3 years of Call Center work experience
• Solid understanding and use of computer basics (MS Office, etc.)
• Possess good leadership skills
• Strong communication skills, written and verbal
• Must be a team player and be flexible with schedule
• Experience in managing and motivating a team towards achieving team goals
• Ability to communicate metric targets, performance results, and relevant business updates to the team
• Directly liaise with and provide reports to external and internal clients
• Skilled in using required systems, tools and technology (or equivalent)
• Demonstrate interpersonal, coaching, and supervisory skills
• Positive attitude and good attendance standing
• Results oriented and organized
• No outstanding corrective actions
• Bilingual Spanish/English language