Customer Service Trainer

As a Customer Service Trainer, you will be responsible for designing, developing, and delivering training programs for Level 1 and Level 2 Customer Service Representatives within a telecommunications environment. The role focuses on creating engaging learning materials, facilitating onboarding and advanced training, identifying skill gaps, and providing coaching to enhance employee performance. Responsibilities include developing training curricula, conducting classroom and virtual sessions, supporting continuous learning initiatives, evaluating training effectiveness, and ensuring compliance with telecom standards, data privacy requirements, and operational procedures. The role also partners with operations leaders and subject matter experts to drive service excellence, improve customer experience, and prepare teams for new processes, technologies, and business changes.

Required Professional and Technical Expertise*

• Minimum 3 years of experience as a Customer Service Trainer, Learning & Development Specialist, or similar role.

• Prior experience in telecommunications, technical support, or customer service positions strongly preferred.

• Proven ability to design and deliver training programs for both entry-level and advanced customer service roles.

• Knowledge of Learning Management Systems (LMS) and e-learning development tools.

• Familiarity with interactive learning activities, adult learning principles, and instructional design methodologies.

• Excellent communication, presentation, and facilitation skills with the ability to engage diverse audiences.

• Strong analytical skills to assess training effectiveness and identify performance improvement opportunities.

• Proficiency with Microsoft Office Suite, including CoPilot, and experience using GenAI tools for content development.

• Ability to work in a fast-paced, high-volume contact center environment.

• Strong organizational skills with attention to detail and ability to manage multiple training initiatives simultaneously.

Preferred Professional and Technical Expertise:

• Bachelor's degree in Education, Human Resources, Organizational Development, or a related field.

• Additional certification in training, instructional design, or adult education (e.g., CPTD, ATD certification).

• Experience training on telecom-specific systems, billing platforms, or technical troubleshooting processes.

• Experience coaching or mentoring trainers or team leads.