The JR Training Instructor (Call Center) plays a critical role in the development and readiness of customer service professionals.
This position is responsible for delivering high‑quality technical and behavioral training, ensuring that new call center agents are fully prepared to provide excellent B2C and B2B customer support.
Acting as both a facilitator and subject matter guide, the instructor translates training content into practical learning experiences, supports learner engagement, and ensures alignment with the established training project and client expectations.
Key Accountabilities;
Training Delivery & Facilitation
- Deliver technical and behavioral training sessions in both classroom and virtual environments
- Conduct theoretical and practical learning activities according to the defined training program
- Ensure clear transmission of training content, reinforcing key concepts and service standards
- Ensure participant understanding of all proposed content and learning objectives
- Monitor trainee engagement and performance throughout the training cycle
- Identify strengths and improvement opportunities in training delivery and report findings to the manager
- Control attendance records and maintain accurate training reports
- Ensure proper use and care of training resources provided by the company and the client
- Support compliance with training schedules, documentation, and internal processes
- Maintain open communication with leadership regarding training outcomes, challenges, and opportunities
Act as a representative of the company’s training standards when interacting with clients and internal teams
-
Candidate Profile
Experience & Education
- Bachelor’s degree completed or in progress in Technology, Education, Learning & Development, or related fields (desirable)
- Previous experience delivering behavioral training
System knowledge of Telecom platforms and processes (highly desirable)
-
Technical & Methodological Skills
- Strong knowledge of learning methodologies and classroom didactics for both in‑person and virtual training
- Proficiency in Microsoft Office tools
Experience using videoconferencing platforms for virtual training delivery
-
Communication & Behavioral Competencies
- Clear and confident communication style
- Ability to adapt content and delivery to different learning profiles
- Proactive, collaborative, and committed to continuous improvement
- Strong planning and organizational capabilities
- Ability to manage multiple training activities while maintaining quality and structure
Detail‑oriented with strong follow‑through on administrative responsibilities
-
Why Join
This role offers the opportunity to directly impact the quality and effectiveness of call center operations by shaping the skills and behaviors of frontline customer service professionals. You will work in a dynamic training environment, partnering with operational leaders and clients, and contributing to the development of high‑performing service teams.
#LI-JD1
