Bilingual On-the-Floor Coach for Live Operations

Call Center Services International; Tijuana; On-site; MXN 202,000 - 253,000; Full time

Benefits offered by this job

Professional development

Career growth opportunities

Job summary

Call Center Services International seeks a Bilingual Side-by-Side Trainer to coach agents during live operations, reinforcing product knowledge, procedures, and effective communication. You will identify gaps, provide real-time feedback, and support new hires as they transition from classroom training to production, collaborating with Operations and QA teams.

The role emphasizes hands-on coaching, nestings, and on-the-floor training in a fast-paced call center environment with strong customer

Qualifications

• Bilingual proficiency in English and Spanish is required.
• Previous call center experience is required.
• Previous training or coaching experience is required.
• Strong understanding of call center operations and performance metrics.
• Excellent communication, active listening, and interpersonal skills.
• Ability to provide constructive, actionable feedback.
• Experience with Microsoft Office.

Responsibilities

• Provide side-by-side coaching and hands-on support during live operations.
• Monitor customer interactions and deliver constructive, real-time feedback.
• Help agents apply product knowledge, procedures, and communication techniques.
• Identify performance gaps and implement targeted coaching strategies.
• Support new hires during their transition from classroom training to production.
• Reinforce quality standards and KPIs.
• Track agent progress, document coaching sessions, and report improvements.
• Collaborate with Operations, Quality Assurance, and Training teams.
• Assist agents with challenging customer interactions and process questions.

Skills

Bilingual EN/ES

Call center experience

Training coaching

Excellent communication

Active listening

Interpersonal skills

Feedback delivery

Multitasking

Microsoft Office

Tools

Microsoft Office

Job description

Call Center Services International seeks a Bilingual Side-by-Side Trainer to coach agents during live operations, reinforcing product knowledge, procedures, and effective communication. You will identify gaps, provide real-time feedback, and support new hires as they transition from classroom training to production, collaborating with Operations and QA teams.

The role emphasizes hands-on coaching, nestings, and on-the-floor training in a fast-paced call center environment with strong customer