UnifyCX is growing! We are looking for an experienced Contact Center Trainer to join our motivated and ambitious team in Barranquilla. Come be one of the pioneers at our newest location!
What Will You Do?
As a Contact Center Trainer, you'll play a pivotal role in shaping the success of our frontline teams. You’ll lead engaging, on-site and virtual training sessions for both new hires and tenured staff, designing dynamic content and learning experiences that drive results. Your mission? Ensure every trainee graduates on time, fully equipped with the knowledge and confidence to deliver exceptional service and exceed performance expectations.
As a Contact Center Trainer, you'll play a pivotal role in shaping the success of our frontline teams. You’ll lead engaging, on-site and virtual training sessions for both new hires and tenured staff, designing dynamic content and learning experiences that drive results. Your mission? Ensure every trainee graduates on time, fully equipped with the knowledge and confidence to deliver exceptional service and exceed performance expectations.
In this position, you will:
- Prepare and provide on premise and/or virtual training for new hires.
- Ensure that knowledge checks are in place to guarantee preparedness for handling customer phone interactions.
- Provide ongoing training of new and updated information, products, and processes.
- Create a positive and engaging virtual learning environment.
- Develop team skills in areas of customer service and communication.
- Ensure that all team members receive appropriate motivation, direction, coaching and feedback to achieve the learning objectives.
- Assemble and distribute course materials and teaching aids.
- Track completion of training and all testing results by employee.
- Provide feedback to management regarding individual attendance and progress during training and nesting.
- Coordinate with training management to identify new training needs and recommend additional learning material as appropriate.
- Assist with on-going training needs.
- Provide production floor support during nesting.
- Other duties as required.
Who You Are:
At the heart of our company is a belief that people are our greatest strength—and our dedication to top-tier training reflects that. We’re looking for an energetic, resourceful, and driven individual who’s ready to grow with us. If you're passionate about learning and development, thrive in a fast-paced environment, and want to make a lasting impact, this could be the role for you!
To be considered, candidates are expected to have the following:
- 1-2 years of adult learning training experience, preferably in a call center environment.
- Excellent communication and presentation skills.
- Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice.
- Ability to work in a challenging environment with frequent interruptions, changing priorities, and deadlines.
- Ability to train on repetitive material while maintaining focus and enthusiasm.
- Familiarity with interactive learning techniques.
- Experience with Learning Management Software (LMS) preferred.
- Excellent organizational skills, detail-oriented.
- Proficiency in all Microsoft Office programs.
- Ability to work independently and finish tasks with minimal supervision.
Who We Are:
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.