Call Center Trainer

Call Center Trainer – Medical Care / Workers’ Compensation Campaign

We are seeking an experienced and motivated Call Center Trainer to support the launch and growth of our Medical Care / Workers’ Compensation campaign. This role is responsible for onboarding, training, and developing Customer Service Agents to ensure they meet performance, quality, and compliance standards. The ideal candidate is passionate about coaching, has strong communication skills, and thrives in a fast-paced call center environment.

Key Responsibilities

• Deliver initial and ongoing training for new hire and tenured agents
• Facilitate classroom and virtual training sessions focused on systems, processes, soft skills, and compliance
• Ensure agents fully understand Medical Care and Workers’ Compensation workflows
• Evaluate training effectiveness through assessments, call monitoring, and performance metrics
• Provide coaching, feedback, and support to improve agent performance and confidence
• Collaborate with Operations, Quality, and Leadership teams to align training with business needs
• Update and maintain training materials, guides, and documentation

Requirements

• Advanced English level (B2+/C1)
• Previous experience as a Call Center Trainer, Coach, or Team Lead
• Strong background in customer service and call center operations
• Excellent presentation, facilitation, and communication skills
• Ability to coach, motivate, and develop talent
• Strong organizational skills and attention to detail

Benefits & Compensation

• Competitive salary (based on experience)
• Food vouchers
• All legal benefits in accordance with Mexican labor law
• Fully paid training
• Monday to Friday schedule
• Fixed working hours (no rotating shifts)

Why Work at One Call?

At One Call, we value leadership, collaboration, and continuous improvement. As a Trainer, you’ll play a critical role in shaping the success of our teams and the quality of service we provide. We offer a stable work environment, clear career growth opportunities, and the chance to make a meaningful impact within a professional and supportive organization.

Work Location

Los Doctores neighborhood, Monterrey, Nuevo León