Contact Center Training & Talent Development Lead

SWBC; San Antonio (TX); On-site; MXN 350,000 - 600,000; Full time

Job summary

SWBC is seeking a talent development professional to train and mentor contact center new hires in Collections and Customer Service Inbound. You will deliver in-person and virtual sessions, update curricula, and track performance metrics to ensure a smooth transition into the roles.

The role emphasizes cross-training across Collections, and Customer Service Inbound, with a strong focus on communication and organizational skills.

Qualifications

• Associate's degree in training or related field is required.
• Minimum two years of contact center experience preferred.
• Minimum two years in training and development preferred.
• CPTD or APTD certifications preferred.
• Proficient in Articulate Storyline and training systems.
• Strong written and verbal communication skills.

Responsibilities

• Delivers in-person and virtual training to new hire representatives.
• Develops and updates curriculum and training materials.
• Handles training administration and logistics tasks.
• Provides instruction and mentoring to new hires.
• Monitors performance, attendance and metrics.

Skills

Verbal communication

Written communication

Organizational skills

Time management

Cross-functional collaboration

Education

Associate's Degree in Training

Associate's Degree in Business Administration

Associate's Degree in Human Resources

Associate's Degree in Education

Tools

Articulate Storyline

Training Systems

Microsoft Office Suite

Job description

SWBC is seeking a talent development professional to train and mentor contact center new hires in Collections and Customer Service Inbound. You will deliver in-person and virtual sessions, update curricula, and track performance metrics to ensure a smooth transition into the roles.

The role emphasizes cross-training across Collections, and Customer Service Inbound, with a strong focus on communication and organizational skills.