About The Role

Type: Full-time

Department: Customer Operations

Job Summary

We are seeking a Temporary Back Up Trainer to provide training support during new-hire training waves. This role will focus on delivering Product Training, facilitating learning activities, and providing Nesting support to ensure new hires develop the knowledge and skills required for successful transition into production. The assignment is temporary and will be activated based on scheduled training classes.

This is a temporary assignment activated only when new hire training waves are scheduled. The selected employee will transition from their regular Agent responsibilities to Training Support duties for approximately two weeks per training wave and will return to their regular Agent responsibilities upon completion of the training wave.

Responsibilities

Deliver Product Training to new hires following approved training materials, procedures, and guidelines.
Facilitate training sessions, practical exercises, role plays, and knowledge checks to reinforce learning.
Ensure new hires understand key processes, tools, call-handling expectations, and performance requirements.
Identify knowledge gaps and provide additional coaching, reinforcement, and clarification when required.
Track attendance, participation, and training progress throughout the training wave.
Provide floor support and guidance to new hires during their transition into production.
Monitor initial interactions and provide real-time coaching and constructive feedback during the Nesting period.
Reinforce correct procedures, call-handling practices, and appropriate tool usage.
Identify recurring knowledge or performance gaps and provide targeted refreshers as needed.
Collaborate with Operations to monitor new-hire readiness, performance, and progress throughout Nesting.
Provide a summary of key observations, improvement opportunities, and recommended follow-up actions at the end of each training wave.
Escalate any training, performance, or readiness concerns identified during the training period.
Perform any other function deemed relevant and necessary.

Eligibility Requirements

High School completed, university or technical studies completed, not finished or currently studying.
Minimum 6 months of experience on the account.
Spanish and English language fluency is required
Excellent verbal and written communication skills, with the ability to explain processes clearly and effectively to new hires.
Strong coaching and facilitation skills, with the ability to provide constructive feedback and reinforce knowledge during training and nesting.
Ability to adapt to changing training needs, work independently and collaboratively, and effectively manage multiple priorities and deadlines.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Knowledge of customer service principles and practices.
Flexibility to adapt to changing business needs and work in shifts and weekends/holidays if required.

How to Apply

Click "Apply Now" to submit your resume through our career site
Be sure to include any relevant experience that aligns with the role.
Qualified candidates will be contacted by a member of our recruitment team for next steps

About eClerx

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

For more information, visit www.eclerx.com

You can also find us on

https://www.linkedin.com/company/eclerx/

https://www.indeed.com/cmp/Eclerx/about

https://www.glassdoor.com/eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here