Contact Center Learning & Development Lead

SWBC; Monterrey; Presencial; MXN 279.000 - 446.000; Jornada completa

Descripción de la vacante

SWBC seeks a skilled trainer to lead direct instruction and mentoring for new hires in the contact center's Collections and Customer Service Inbound teams. This role includes in-person and virtual delivery, curriculum development, and performance assessment to ensure successful onboarding.

The position requires a solid background in training and development, proficiency with Articulate Storyline, and strong organizational and communication abilities.

Formación

• Associate's degree in a related field or equivalent experience.
• Minimum two years of contact center experience preferred.
• Minimum two years of training and development experience preferred.
• CPTD or APTD certifications preferred.

Responsabilidades

• Delivers in-person and virtual training to new hire contact center representatives.
• Develops and updates curriculum and training materials using various software.
• Performs training administration and logistical tasks.
• Provides instruction and mentoring to contact center new hires.
• Assesses new hire performance and participation and tracks attendance and other metrics.
• Carries out and assists with special projects.
• Performs all other duties as assigned.

Conocimientos

Verbal communication

Written communication

Time management

Multitasking

Organizational skills

Data analysis

Relationship building

Negotiation skills

Deadline management

Problem solving

Cross-functional collaboration

Educación

Associate's Degree in Training

Associate's Degree in Business Administration

Associate's Degree in Human Resources

Associate's Degree in Education

Associate's Degree in Communications

CPTD certification

APTD certification

Herramientas

Articulate Storyline

Training Systems

Microsoft Office Suite

Descripción del empleo

SWBC seeks a skilled trainer to lead direct instruction and mentoring for new hires in the contact center's Collections and Customer Service Inbound teams. This role includes in-person and virtual delivery, curriculum development, and performance assessment to ensure successful onboarding.

The position requires a solid background in training and development, proficiency with Articulate Storyline, and strong organizational and communication abilities.