Bilingual Side-by-Side Trainer

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

Are you bilingual, experienced in call centers, and passionate about helping others succeed?

At CCSI , we're looking for an experienced Bilingual Side-by-Side Trainer who knows how to turn everyday customer interactions into valuable learning opportunities.

If you enjoy coaching agents, providing real-time feedback, and helping teams improve their performance, this opportunity is for you!

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, operational 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, customer service expectations, and operational KPIs.

Track agent progress, document coaching sessions, and report performance improvements.

Collaborate with Operations, Quality Assurance, and Training teams.

Assist agents with challenging customer interactions and process-related questions.

Requirements

As a Bilingual Side-by-Side Trainer , you'll provide hands-on coaching and real-time support to new hires and existing agents during live operations.

Your primary goal will be to help agents transition successfully from classroom training to production, reinforce product knowledge, improve customer interactions, and achieve operational performance expectations.

You'll collaborate with Operations, Quality Assurance, and Training teams to identify improvement opportunities and strengthen overall team performance.

• Bilingual proficiency in English and Spanish — REQUIRED.
• Previous call center experience — REQUIRED.
• Previous training or coaching experience — REQUIRED.
• Strong understanding of call center operations and performance metrics.
• Excellent communication, active listening, and interpersonal skills.
• Ability to provide constructive, actionable feedback.
• Strong computer skills and proficiency in Microsoft Office.
• Ability to multitask in a fast-paced environment.
• Positive, patient, and solution-oriented attitude.

Experience in side-by-side coaching, nesting support, or on-the-floor training.

Background in automotive, financial services, or sales.

Familiarity with Quality Assurance evaluations and operational KPIs.

Experience supporting new hires during their transition into production.

$5,000 MXN NET weekly base salary.

$200–$400 USD in performance bonuses.

Schedule: Monday to Friday, 7:00 AM – 5:00 PM.

Professional development and career growth opportunities.

Collaborative, fast-paced call center environment.

What Makes You Successful?

You're a hands-on coach who can identify improvement opportunities and turn feedback into measurable results.

You understand that every agent learns differently and know how to adapt your coaching style to build confidence, strengthen skills, and improve performance.

Ready to Make an Impact?

Great trainers teach. Great coaches make the difference.

Join CCSI as a Bilingual Side-by-Side Trainer and help our agents develop the confidence and skills they need to succeed.