Contact Center Trainer

About the role

IBM Consulting is seeking a Contact Center Trainer to design, deliver, and manage training programs for call‑center and back‑office teams. The role supports continuous improvement of agent performance and ensures alignment with client processes and product knowledge.

Key responsibilities

• Coordinate, prepare, implement, and document training activities for contact‑center and back‑office processes.
• Develop training materials, including curricula, fact sheets, exams, and supporting documents.
• Monitor trainee performance, identify gaps, and recommend further training.
• Provide feedback to Operations teams on improvement opportunities.
• Maintain training records, generate internal reports, and manage training IDs.
• Facilitate non‑process courses such as language, soft‑skill, and other related trainings.
• Identify and implement process‑improvement initiatives within the Training team.
• Manage content for LMS tools (e.g., CRC, Chatbot) and create computer‑based training modules and storyboards.

Required profile

• Bachelor's degree.
• Performance rating of Successful or Exceptional in the most recent appraisal.
• No HR cases in the past 12 months and no disciplinary actions within the last six months.

Required skills

• Process knowledge of Fortitude Re Back Office Worktypes and/or Contact Center processes.
• Strong oral and written English communication.
• Presentation and facilitation abilities.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Email composition skills.
• Experience with Learning Management Systems (LMS).
• Understanding of website design best practices.