Call Center Trainer – Classroom & Virtual Instruction

About the role

The Trainer will plan, prepare and deliver training to IBEX customer service agents using a mix of classroom, virtual and self‑directed learning methods. You will ensure new and existing employees acquire the skills needed to perform their duties effectively.

Key responsibilities

• Design and facilitate learner‑led classroom sessions, group activities and virtual workshops.
• Prepare instructional spaces, including PC setups, network connectivity, audio‑visual equipment and training props.
• Assess trainee performance through evaluations, quizzes and tests.
• Generate training reports on classroom progress and individual agent performance.
• Provide coaching, feedback and escalation support for attendance, adherence and behavioral issues.
• Assist in developing training materials and may train other trainers as a facilitation expert.

Required profile

• High school diploma; Associate degree preferred.
• Minimum one year experience as a trainer in a call‑center environment.
• Flexible schedule with ability to work nights, days and weekends.
• Subject‑matter expertise for the current client and strong leadership skills.

Required skills

• Advanced use of Microsoft Excel.
• Advanced use of Microsoft PowerPoint.
• Proficiency with PC configuration and basic network troubleshooting.
• Setup and operation of audio‑visual training equipment.