Call Center Trainer

Goodleap; Puebla de Zaragoza; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A sustainable financing company is looking for a Call Center Trainer to lead training sessions, develop training materials, and enhance staff capabilities. This role requires 5+ years of experience in learning and development, with a strong focus on customer service. The candidate should have excellent communication skills and be adaptable in a dynamic environment. Compensation ranges from MXN $138 to MXN $178 per hour, and the position is in person in Mexico City.

Servicios

Competitive pay

Comprehensive benefits package

Formación

• 5+ years of experience in a learning and development role.
• 2+ years in a Customer Service and/or Collections role.
• Excellent interpersonal, oral, and written communication skills.
• Strong attention to detail with presentation skills.

Responsabilidades

• Lead training for new hires and existing staff both in person and via Zoom.
• Measure trainee performance and enhance productivity.
• Assist in identifying knowledge gaps within teams.
• Develop and document policies and procedures as needed.

Conocimientos

Learning and development experience

Customer Service experience

Excellent communication skills

Instructional design knowledge

Ability to work independently

Adaptability to changing environments

Strong aptitude to learn

Team player

Descripción del empleo

Position Summary

The Call Center Trainer is responsible for developing, implementing, and facilitating training within the Servicing and Asset teams, including Genpact, on an ongoing basis in person and via Zoom.

The Call Center Trainer will assist with the development of any material used in production or for classroom purposes.

The Call Center Trainer will work with operations leaders to ensure the training meets business needs.

About GoodLeap

We provide friendly financing options for those who dream of living a more sustainable lifestyle and want to save money using modern technology.

Our collective mission is to make a positive impact on the planet, build lasting relationships with our valued partners and customers, and deliver a tech‑enabled financing experience that is simple, fast, and frictionless.

We are creating a financial ecosystem that connects billions of dollars of capital to millions of homeowners that want to convert their outdated houses into modern, smart, energy‑efficient homes.

By unlocking access to numerous products that help people achieve better sustainability, we are revolutionizing the home‑improvement industry and protecting our only planet.

As part of our world‑positive initiative, we are also the official sponsor of GivePower – a foundation that uses solar‑based solutions to power life's basic needs for people in developing regions of the world.

If you have an unstoppable desire to make a meaningful impact on our planet, and help mission‑driven businesses and consumers achieve a more sustainable future, join us.

Benefits

• Competitive pay
• Comprehensive benefits package

Essential Job Duties and Responsibilities

• Lead new hire and ongoing training in person or via Zoom.
• Measure and analyze trainee performance and implement new programs or techniques to increase productivity and improve performance.
• Serve as a strategic partner to leadership within the Servicing and Asset teams in identifying knowledge gaps and effective solutions to ensure success of all operations staff.
• Leverage various learning methodologies and techniques to drive engagement and retention with digital learning and adult learning theory.
• Assist with development and documentation of policies and procedures, as needed.
• Assumes responsibility for other projects or duties as required or assigned.

Preferred Skills, Knowledge and Abilities

• 5+ years of experience in a learning and development role.
• 2+ years specifically in a Customer Service and / or Collections role.
• Excellent interpersonal, oral, and written communications and presentation skills with strong attention to detail.
• Demonstrated knowledge using instructional design techniques in conjunction with adult learning theory.
• Ability to work independently to meet project requirements with minimal supervision.
• Ability to be flexible and adaptable in an ever‑changing environment.
• Highly intelligent with a strong aptitude to learn new things easily.
• High level of integrity and trust.
• Team‑player with selfless attitude.
• Ability to work nights or weekends if / when necessary.

Location

Mexico City, Mexico

Compensation

MXN $138 - MXN $178 per hour

Reports To

Avenida Insurgentes S, Ciudad de México, CDMX

Experience

• Call Center Training: 1 year (preferred)
• Collections: 1 year (preferred)
• Training: 2 years (required)
• Call Center: 2 years (preferred)

Language

• English (required)
• Spanish (required)

Work Location

In person