Senior Trainer

About the role

The Senior Trainer will lead new‑employee orientation and ongoing training programs for call‑center staff. This role combines curriculum design, delivery, and evaluation to ensure high performance across soft‑skill, supervisory, process, and product areas.

Key responsibilities

• Deliver orientation and continuous training for call‑center agents and supervisors.
• Design, develop, and update training materials, curricula, and policy manuals.
• Ensure class objectives and learning‑curve metrics are met according to plan.
• Conduct evaluations, identify gaps, and create new programs to address individual, departmental, or company needs.
• Collaborate with Quality Assurance and other departments to identify training needs and adapt content.
• Maintain internal and external training records and coordinate with external vendors when needed.
• Manage training projects, meet deadlines, and provide status updates to management.

Required profile

• Bachelor’s degree in education, communications, business, or equivalent experience.
• Minimum five years of training experience, preferably in a call‑center or customer‑service environment.
• Knowledge of company products, services, and business operations; financial‑services exposure is a plus.
• Strong presentation, interpersonal, time‑management, and organizational abilities.
• Ability to work independently and as part of a team.

Required skills

• Proficiency with Microsoft Word
• Proficiency with Microsoft Excel
• Proficiency with Microsoft PowerPoint