What are the responsibilities and job description for the [DR0036] English Level Proficiency Trainer position at Support Services Group?
Support Services Group is looking for a highly energetic and collaborative English Level Proficiency Trainer. The English Level Proficiency Trainer is responsible for increasing employee engagement by teaching new skills and knowledge to our new employees, as well as up training our current employees. This position will be primarily responsible for training our new agents, but will also collaborate with site leadership for other training initiatives.
Job Functions:
- Collaborate with management to identify training needs
- Plan and implement an effective employee orientation and on-going training curriculum
- Assists with the development of training curriculum and training materials.
- May conduct future “Train the Trainer” training to develop trainers for effective administration of training curriculum.
- Conduct training at on-board of new or transferring employees.
- Analyze training evaluations to determine areas for improvement.
- Provide input for improvements to the overall training program and training curriculum.
- Assists Managers with coordinating and documenting training requirements.
- Assist with development and maintenance of department training matrixes.
- Assist in meeting departmental goals, and special projects as needed.
- Perform other related duties as required.
Essential Requirements:
- Advanced English proficiency both written and spoken
- Experience in BPO/Call Center industry (1–2 years minimum, preferably)
- Previous training experience (as a trainer, training assistant, or SME)
- Strong communication and facilitation skills
- Ability to create engaging training content (slides, manuals, assessments)
- Familiarity with adult learning principles and training methodologies
- Solid grasp of grammar, pronunciation, and business English
- Time management and organizational skills
- Comfortable using tools like Google Workspace, Microsoft Office, Zoom, and LMS platforms
Preferred (Nice to Have):
- Teaching certifications (e.g., TEFL, TESOL, CELTA)
- Experience in coaching, QA, or L&D roles
- Bilingual (Spanish and English)
- Knowledge of call metrics and KPIs
- Experience with soft skills and cultural training
Excellent Opportunity to join an industry leader!
Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.
