Call Center Trainer

Resolv Global; Santiago de Querétaro; Remote; MXN 152,000 - 203,000; Full time

Benefits offered by this job

Remote from México

Weekly pay

Paid training

Independent contractor

Job summary

Resolv Global busca un entrenador de Call Center para un programa de atención sanitaria en US. Trabajo 100% remoto desde México, con pagos semanales y formato de contratista independiente.

Se requiere experiencia en training de centros de contacto, dominio del inglés y español, y habilidad para enseñar de forma clara y motivadora. Responsable de impartir sesiones virtuales, evaluar progreso, entregar retroalimentación y preparar a nuevos colaboradores para producción.

Qualifications

• Experiencia previa en entrenamiento de BPO/contact center.
• Experiencia en atención sanitaria/CX es esencial.
• Experiencia impartiendo training a equipos de atención al cliente/center.
• Al menos 1 año de experiencia remota previa.
• Bilingüe en inglés y español.
• Excelentes habilidades de presentación y comunicación.
• Confiable para impartir formación virtual.
• Competente en aprender nuevos sistemas/plataformas.
• Buena organización y atención al detalle.
• Capacidad de trabajar en equipo y con liderazgo.
• Disposición para trabajar horario comercial de EE. UU.
• Dispuesto a empezar de inmediato.
• Equipo informático y conexión a internet confiables.
• Confortable trabajando como contratista independiente.

Responsibilities

• Dar capacitación estructurada a nuevos representantes.
• Conducir sesiones de training virtual de manera profesional.
• Explicar procesos, políticas y servicios al cliente claramente.
• Adaptar métodos de enseñanza a diferentes estilos de aprendizaje.
• Monitorear comprensión y detectar brechas de conocimiento.
• Realizar pruebas de conocimiento, ejercicios y role plays.
• Proporcionar feedback y coaching continuo.
• Apoyar a quienes requieren orientación adicional.
• Preparar a nuevos ingresos para la transición a producción.
• Colaborar con Team Leads para asegurar la preparación del aprendiz.
• Mantener registros de entrenamiento y comunicar avances.
• Ajustar la entrega de entrenamiento ante cambios de procesos.
• Crear un entorno de aprendizaje positivo y profesional.

Skills

BPO Training

Healthcare CX

Remote work

Bilingual EN/ES

English fluency

Presentation skills

Virtual training

Tech-savvy

Organizational skills

Team player

US business hours

Immediate start

Independent contractor

Tools

Microsoft Teams

Office 365

Job description

Call Center Trainer

Empresa : Resolv Global

Tipo de empleo : Tiempo completo

Santa Rosa Jáuregui, Mexico

Descripción del trabajo - Call Center Trainer

We are looking for experienced Trainers to join a growing, fully remote healthcare BPO operation supporting a US-based program.

This role is ideal for experienced professionals who understand that great training is about more than simply presenting information. We're looking for trainers who can engage learners, explain processes clearly, identify knowledge gaps, and prepare customer experience representatives to perform confidently in a live healthcare environment.

You should be comfortable working with technology, delivering training virtually, and communicating complex information in a clear and easy-to-understand way.

You must also be comfortable working U.S. business hours and communicating at a very high level in both English and Spanish.

What You'll Do

• Deliver engaging and structured training to new customer experience representatives
• Facilitate virtual training sessions in a professional and engaging manner
• Explain processes, procedures, systems, and customer service expectations clearly
• Use different teaching approaches to accommodate different learning styles
• Monitor learner understanding and identify knowledge gaps
• Conduct knowledge checks, exercises, role plays, and practical activities
• Provide constructive feedback and coaching throughout training
• Support learners who require additional guidance
• Help prepare new hires for the transition from training into production
• Work closely with Team Leads and other leadership members to support learner readiness
• Maintain accurate training records and communicate learner progress
• Adapt training delivery when processes, systems, or requirements change
• Create a positive, professional, and accountable learning environment

Compensation & Work Setup

• $6.50 USD per hour
• 100% remote from México
• Paid weekly in arrears
• Paid training
• Independent Contractor arrangement

Technical Requirements (Essential)

To be considered, candidates must meet all technical requirements below:

• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam and Wired USB Headset
• i5 processor or higher
• Fibre internet with a wired connection (Ethernet cable)
• Backup power solution
• Microsoft Teams / Office 365

Applications that do not meet the minimum technical requirements may not move forward in the process.

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our process includes:

• English Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Live Interview
• Final Interview

Important

• This is an English-speaking role that requires strong written and verbal English communication skills.
• All resumes must be submitted in English to be considered for the position.
• This role is only available to Mexican nationals currently residing in México.

What We're Looking For

Required:

• Previous BPO/contact center training experience
• Healthcare/medical customer experience is essential
• Previous experience delivering training to customer service/contact center teams
• At least 1 year of previous remote work experience
• Fully bilingual in English and Spanish
• Excellent spoken and written English
• Strong presentation and communication skills
• Confident delivering training virtually
• Tech-savvy and comfortable learning new systems and platforms
• Strong organizational skills and attention to detail
• Patient, approachable, and able to coach different types of learners
• Strong team-player mentality
• Comfortable working U.S. business hours
• Available to start immediately
• Reliable computer, internet connection, headset, and suitable remote workspace
• Comfortable working as an Independent Contractor

Sobre la empresa

Resolv Global