Call Center Trainer (Bilingual) (Ciudad Juárez)

About the Role

The Trainer - US Banking Process is a frontline learning delivery role embedded within the FSL Banking CC Training Operations team. This role is responsible for delivering structured, high-quality training across the full new hire lifecycle — from Pre-Process Training (PPT) through Client Process Training (PRT) and ABAY / On-the Job Training (OJT) ensuring every agent is thoroughly prepared before going live in a US banking queue.

Key Responsibilities

• Deliver the standard 5-day Pre-Process Training (PPT) module for all new hire batches, covering company induction, US banking fundamentals, Voice & Accent (VnA), systems orientation, and the PPT end assessment.
• Facilitate Client Process Training (PRT) for assigned queues (duration 2-22 days depending on queue complexity), covering queue‑specific SOPs, product knowledge, system navigation, and scenario‑based role‑play.
• Support agents through the 3‑week ABAY / OJT phase — ...