Contact Center Trainer

About the role

UnifyCX is seeking an experienced Contact Center Trainer to design and deliver engaging training programs for both new hires and seasoned agents. You will create dynamic learning experiences that ensure trainees graduate on time, equipped with the knowledge and confidence to exceed service standards.

Key responsibilities

• Prepare and deliver on‑site and virtual training sessions for new hires and existing staff.
• Implement knowledge checks to confirm readiness for customer interactions.
• Provide ongoing updates on products, processes, and best practices.
• Create a positive virtual learning environment and develop communication and customer‑service skills.
• Motivate, coach, and give feedback to achieve learning objectives.
• Assemble and distribute course materials, track completion, and report progress to management.
• Identify new training needs and recommend additional learning material.
• Support production floor during nesting and handle other ad‑hoc training duties.

Required profile

• 1‑2 years of adult‑learning training experience, preferably in a call‑center environment.
• Excellent communication and presentation abilities.
• Strong understanding of adult‑learning techniques, blended learning, and best‑practice training design.
• Ability to work in a fast‑paced setting with frequent interruptions and shifting priorities.
• Detail‑oriented, organized, and capable of working independently.

Required skills

• Experience with Learning Management Software (LMS) – preferred.
• Proficiency in Microsoft Office suite.