Job Description

About the role:

The Bilingual Contact Center Trainer is responsible for designing, delivering, and evaluating training programs for new and existing contact center specialists. This role ensures the team is equipped with the necessary knowledge and skills to provide exceptional support in both English and Spanish, covering product knowledge, communication techniques, and quality standards. The trainer plays a key role in developing a high-performing team and maintaining consistent service quality.

Responsibilities:

• Provide expert guidance and support to sales representatives on process adherence and complex issues.
• Oversee daily operations of the sales support team, ensuring efficient workflow and resource allocation.
• Manage team performance, conducting regular reviews and providing coaching for development and goal attainment.
• Monitor and ensure compliance with all Service Level Agreements (SLAs) for service quality and delivery.
• Fluent in Spanish and English.

Basic Qualifications:

• High School Diploma or GED Equivalent.
• At least 2 year of experience relating to the job description.
• Ability to travel to Mexico.

This is a full-time position with the following hours, all in the Eastern Standard Time (EST) zone:

• Weekdays (Monday-Friday): 10:00 a.m. to 9:00 p.m.
• Saturdays: 10:00 a.m. to 4:00 p.m.

Preferred Qualifications:

• Extensive experience as a subject matter expert in relevant processes, preferably within a sales or operations environment.
• Proven leadership or supervisory experience, demonstrating an ability to guide and develop teams.
• Strong understanding of operational management principles and best practices.
• Demonstrated ability to manage performance, set targets, and achieve Service Level Agreements (SLAs).
• Exceptional communication and training skills, capable of clearly conveying complex information.

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

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