Spanish Bilingual Trainer

Valor Global•Phoenix, AZ

19h•$43,000 - $45,000

About The Position

Valor Global is looking for a Bilingual Call Center Trainer for our Customer Service Agents, someone who can deliver engaging training sessions, coach new hires, and support ongoing skill development in both English and Spanish. This role ensures our teams are equipped with the communication, compliance, and customer care expertise needed to provide exceptional service across diverse client bases. Applicants must be AZ to be considered At Valor Global, it’s our people who define us and make us who we are. Through our people, we deliver extraordinary customer experience for companies across the globe. We are relentlessly committed to the success and growth of our people. We carry out this commitment through a set of programs focused on helping you achieve your dreams. Our philosophy is that everyone deserves a path to their highest potential, while assisting others in realizing their dreams that will ultimately improve life for everyone. As a result, much of our team chooses to stay and grow their career as part of the Valor family. TRAINER JOB DESCRIPTION The Trainer position is primarily responsible for overseeing and administering various account training programs including recurrent and new hire. This position will be identifying and implementing recommended improvements. This position will also be scheduling training classes, organizing course materials, developing training curriculum, presenting courses, and effectively measuring training efforts by performing the following duties:

Requirements

Instructor led training experience
Bachelor’s Degree a plus, minimum HS diploma (or GED)
2 – 3 years of Call Center work experience
Solid understanding and use of computer basics (MS Office, etc.).
Possess good leadership skills
Strong communication skills, written and verbal
Must be a team player and be flexible with schedule
Experience in managing and motivating a team towards achieving team goals
Ability to communicate metric targets, performance results, and relevant business updates to the team
Directly liaise with and provide reports to external and internal clients
Skilled in using required systems, tools and technology (or equivalent)
Demonstrate interpersonal,coaching, and supervisory skills
Positive attitude and good attendance standing
Results oriented and organized
Bilingual Spanish/English language - Required

Responsibilities

Ensures all training programs run smoothly and effectively
Works with management to identify training needs and achieve account specific training goals
Tracks and evaluates all training effectiveness as measured by the trainee’s success meeting key performance indicators (KPI)
Meets with trainers, supervisors, managers, and clients to review training materials and processes
Develops supplemental materials and gain approval from the client(s) as necessary
Schedules and coordinates training for multiple employees and groups
Manages accuracy and approves timecards
Manage a team of approximately 15-35 agents and ensure that all key metrics of performance per clients are met or exceeded
Manage retention and attrition
Ensures company policies and procedures are adhered to
Work closely with QA/mentors to discuss errors/quality issues
Implement all programs, systems and procedures required by management
Work very closely with associates to resolve issues/problems through coaching
Perform other job duties as assigned.