Customer Service Trainer

About the role

Allied Global is seeking a dynamic Customer Service Trainer to join its BPO operations in Lima. You will design and deliver high‑impact training programs for new hires and existing agents, ensuring they acquire the product knowledge and service skills needed to meet performance targets.

Key responsibilities

• Facilitate onboarding and ongoing training sessions for new hires and production teams.
• Deliver engaging instruction on customer service processes, systems, and best practices.
• Adapt training methods to accommodate diverse learning styles and operational requirements.
• Identify performance gaps through data analysis of QA scores, CSAT, AHT, and other metrics.
• Conduct refresher trainings and coaching to improve agent performance.
• Collaborate with Operations, Quality, and Workforce teams to align training with business needs.
• Develop and continuously update training materials, presentations, and guides.
• Track attendance, progress, and training effectiveness, preparing regular performance reports.

Required profile

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

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.