Job Title: Call Center Trainer/Coach
Department: Training & Development / Call Center Operations
Location: [Jordan - Amman]
Company Description
7 Insights Consultants, a member of the esteemed Michael and Son Services Inc., operates as a premier
back-office solution provider based in Jordan. With a steadfast dedication to excellence and innovation,
we contribute to the success and growth of the Michael and Son Services conglomerate.
Job Summary
We are seeking a motivated and experienced
Call Center Trainer to join our team and lead the design and delivery of training programs for our customer service representatives. The Trainer will be responsible for conducting onboarding sessions, delivering continuous learning initiatives, coaching for performance, and enhancing the overall training experience through content development and effective use of Learning Management Systems (LMS). This role requires a strong leader and educator who can inspire
excellence, reinforce brand standards, and drive operational performance through learning.
Key Responsibilities
- Design, develop, and deliver engaging training content or new hires and existing employees.
- Facilitate onboarding programs to ensure smooth integration and readiness for call center roles.
- Conduct soft skills, product, system, and policy training tailored to business needs.
- Utilize LMS platforms to assign, track, and report on learning activities and performance.
- Evaluate training effectiveness through assessments feedback, and performance metrics.
- Provide side-by-side and remote coaching to reinforce knowledge and improve call handling.
- Identify knowledge gaps and implement corrective training strategies.
- Collaborate with QA and operations teams to align training initiatives with performance goals.
- Continuously update training materials to reflect process changes and industry standards.
- Support certification processes and ensure compliance with training requirements.
Requirements
- Proven experience as a trainer, coach, or instructor in a call center environment.
- Fluent spoken and written English communication skills.
- Develop and deliver comprehensive training programs on product knowledge, customer service, sales techniques, and call center software (Service Titan, RingCentral).
- Strong leadership and facilitation skills with the ability to inspire and develop others.
- Experience in instructional design and training content creation.
- Proficient in using Learning Management Systems (LMS) and e-learning tools.
- Excellent communication, presentation, and interpersonal skills.
- Ability to handle multiple training projects with attention to detail and deadlines.
- Strong analytical and problem-solving skills to evaluate training impact.
- Effective coaching techniques.
Preferred Qualifications
- Experience with tools like Articulate, Canva, or similar content design software.
- Call center operations background in customer service, sales, or technical support.
- Certification in training or instructional design (e.g., ATD, CPTM, or similar) is a plus.
What We Offer
- Competitive salary
- Health insurance
- Ongoing learning and development opportunities
- A friendly, inclusive and supportive work culture
Working Hours/days
- Sat/Sun days off.
- Shift timings between 2:00PM and 1:00AM Local time.
