Trainer Enercare.

CP360; Bogotá; Presencial; COP 27.900.000 - 50.220.000; Jornada completa

Descripción de la vacante

ContactPoint360 is seeking a dynamic Trainer to shape our talent development strategy in a fast-paced BPO environment. You will design impactful learning experiences, deliver sessions, monitor performance, and provide data-driven feedback to agents and leaders.

You will conduct weekly and monthly evaluations, use data systems to track progress, and uphold high standards across support channels. This role offers a clear career path with mentorship and opportunities to elevate customer experience.

Formación

• Progressive BPO experience in a similar role.
• Full-cycle training experience: needs analysis, design, delivery, and evaluation.
• Accountability & Perseverance – High

Responsabilidades

• Deliver engaging and effective training sessions to ContactPoint360 employees as assigned by Management.
• Design optimal training plans aligned with campaign goals and company needs.
• Spot key areas for employee development and prioritize training accordingly.
• Identify current and future learning needs to boost performance and productivity.
• Share knowledge that empowers employees to perform at their best.
• Monitor calls as required to ensure service excellence.
• Prepare and analyze both internal and external quality reports.
• Meet weekly and monthly call center evaluation KPIs.
• Use data management systems to track individual and team performance.
• Provide clear, constructive feedback to agents for improvement.
• Offer timely feedback on process issues and propose smart, actionable solutions.
• Assess, recommend, and implement better workflows to enhance customer experience.
• Share insights and reports with the Operations Director, Supervisors, Team Leaders, and team members.
• Set and maintain high standards for communication across all support channels.
• Provide data-driven insights to various internal support teams.
• Uphold and enhance the company’s image in all client-facing interactions.
• Adhere to the assigned work schedule and be available for full-time hours.
• Be available for holidays as required by the employer.
• Experience: Progressive BPO experience in a similar role. Full-cycle training experience: needs analysis, design, delivery, and evaluation.

Conocimientos

Full-cycle training experience

Needs analysis

Delivery skills

Descripción del empleo

As a Trainer at ContactPoint 360, you'll be at the heart of our talent development strategy, equipping our teams with the skills and knowledge they need to thrive. This role goes beyond delivering sessions — you'll design impactful learning experiences, identify growth opportunities, and drive continuous improvement across campaigns. We're looking for a dynamic, organized, and people-driven professional ready to inspire and elevate performance in a fast-paced BPO environment.

Deliver engaging and effective training sessions to ContactPoint 360 employees as assigned by Management.

Design optimal training plans aligned with campaign goals and company needs.

Spot key areas for employee development and prioritize training accordingly.

Identify current and future learning needs to boost performance and productivity.

Share knowledge that empowers employees to perform at their best.

Monitor calls as required to ensure service excellence.

Prepare and analyze both internal and external quality reports.

Meet weekly and monthly call center evaluation KPIs.

Use data management systems to track individual and team performance.

Provide clear, constructive feedback to agents for improvement.

Offer timely feedback on process issues and propose smart, actionable solutions.

Assess, recommend, and implement better workflows to enhance customer experience.

Share insights and reports with the Operations Director, Supervisors, Team Leaders, and team members.

Set and maintain high standards for communication across all support channels.

Provide data-driven insights to various internal support teams.

Uphold and enhance the company’s image in all client-facing interactions.

5. Compliance & Availability

Adhere to the assigned work schedule and avoid unexcused absences without prior authorization from HR or your immediate supervisor.

Be available for full-time work hours.

Work on holidays as required by the employer.

Experience: Progressive BPO experience in a similar role. Full-cycle training experience: needs analysis, design, delivery, and evaluation.

Accountability & Perseverance – High

Attention to Detail – Superior

Company Information

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.