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.

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.

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.

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.

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".