Job Description

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About Us

Terra Systemes is a leading customer experience solutions provider. We pride ourselves on delivering exceptional service and empowering our agents to achieve excellence. We are looking for a dynamic and passionate Contact Center Trainer to join our team and drive our training initiatives to the next level.


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Key Responsibilities:

Design & Develop Training Programs:

Create, prepare, and update engaging training materials, modules, and curricula for new hire orientation and ongoing staff development.

Deliver Effective Training:

Conduct classroom-style, virtual, and on-the-job training (OJT) sessions to ensure agents are well-equipped with product knowledge, systems training, and customer service skills.

Quality Assurance & Auditing:

Perform regular quality assessments, call monitoring, and audits to evaluate agent performance and identify areas for improvement.

Identify Performance Gaps:

Analyze quality reports, customer feedback, and performance metrics to pinpoint knowledge gaps, process inefficiencies, and training needs.

Improve Training Effectiveness:

Continuously refine and improvise training strategies and content based on performance data and evolving business needs.

Coach & Mentor:

Provide one-on-one coaching and feedback to agents to enhance their skills and ensure consistent performance improvement.

Collaborate with Management:

Work closely with Team Leaders and Operations Managers to align training with business goals and support overall contact center performance.
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Requirements:

Minimum of 3 years of experience as a Contact Center Trainer or in a similar role. Proven experience in designing training programs and conducting OJT. Strong background in conducting quality audits, call monitoring, and performance analysis. Excellent communication, presentation, and facilitation skills. Ability to analyze data, identify trends, and implement effective training solutions. Patient, motivational, and passionate about developing others.
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Good to Have:

ACLP (Advanced Certificate in Learning and Performance) certification

or equivalent. Experience using LMS (Learning Management Systems) and quality monitoring tools. Knowledge of call center processes in different industries including government, healthcare and banking.
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What We Offer:

A competitive salary and benefits package. Opportunities for professional growth and development. A supportive and collaborative work environment. The chance to make a significant impact on agent performance and customer satisfaction.

How to Apply:

If you are a dedicated trainer with a keen eye for quality and a passion for driving performance, we would love to hear from you! Please send your resume and a cover letter to

hr@terra.systems

with the subject line "Application for Contact Center Trainer".