Customer Service Trainer – BPO (Lima, Peru)

About the role

Allied Global is seeking a dynamic Trainer to lead customer service training for its BPO operations in Lima. The role focuses on onboarding new agents, up‑skilling existing staff, and ensuring performance standards are met.

Key responsibilities

• Facilitate onboarding and ongoing training sessions for new hires and production teams.
• Deliver engaging training on customer service, systems, and processes, adapting methods to various learning styles.
• Identify performance gaps through data analysis (QA scores, CSAT, AHT) and conduct refresher trainings and coaching.
• Develop and update training materials, presentations, and guides in line with internal standards.
• Collaborate with Operations, Quality, and Workforce teams, participate in calibration sessions, and provide feedback to improve training effectiveness.
• Track attendance, progress, and outcomes; prepare reports on training impact and monitor new‑hire readiness.

Required profile

• Bachelor’s degree or ongoing studies in Education, Psychology, Business Administration or related fields (preferred).
• Advanced English proficiency.
• Availability to work onsite in Lima and flexibility to cover different shifts.
• Minimum 2 years experience as a Trainer in a BPO or call‑center environment.
• Experience delivering training for customer service or technical support accounts (preferred).

Required skills

• Microsoft PowerPoint, Excel, and Word.
• Experience with Learning Management System (LMS) platforms and virtual training tools.
• Familiarity with call‑center metrics such as CSAT, AHT, Service Level, and QA.