Call Center Sales Intake Trainer (Guadalajara, Mexico)

About Us

Ovation Law Firm is a fast-growing, consumer-focused law firm committed to delivering exceptional legal services while fostering a high-performance, accountable, and supportive workplace. As we continue to scale, we are building strong client-focused systems to ensure consistency, compliance, and an outstanding experience from the very first interaction.

We work closely with partner legal teams to connect injured individuals with the legal support they need, and our intake team plays a critical role in setting the tone for every client relationship.

About The Role

We are seeking a proactive, organized, and adaptable Trainer to support the development of intake team members during an exciting stage of firm growth.

In this role, you will deliver training programs, develop learning materials, provide coaching and feedback, and drive continuous education initiatives to ensure employees are equipped to deliver an exceptional client experience.

This position is well-suited for individuals with backgrounds in training, learning and development, coaching, or call center operations who are strong communicators, detail-oriented, and passionate about developing talent.

Strong English communication skills are essential for success in this role.

Key Responsibilities

• Develop and maintain training materials, agendas, assessments, and learning resources.


• Facilitate new hire training programs and ensure adherence to established processes.


• Provide coaching and performance feedback to new and existing employees.


• Design and deliver continuous education programs based on performance trends and business needs.


• Measure training effectiveness and monitor performance impact through key metrics.


• Partner with Operations, QA, and Leadership teams to identify training opportunities and support performance improvement.


• Ensure training content remains accurate, relevant, and aligned with company goals.

Qualifications

• Minimum 3 years of experience in a Trainer or similar role within a BPO, call center, or high-volume operational environment.


• Experience in instructional design, curriculum development, training delivery, and evaluation methodologies.


• Strong classroom facilitation, presentation, and adult learning skills. Proven ability to develop training plans, materials, assessments, and guidelines.


• Experience providing coaching and feedback on both technical and soft skills.


• Strong analytical skills with the ability to measure training effectiveness and identify improvement opportunities.


• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook), Google Workspace (Docs, Sheets, Slides, Drive, Forms), and communication/collaboration platforms such as Slack and Microsoft Teams.


• Excellent written and verbal communication skills. Advanced English level (C1/C2).


• Strong organizational skills with attention to detail and follow-through.


• Ability to manage multiple priorities effectively in a fast-paced environment.

Nice to Have

• Experience in a rapidly growing organization or performance-driven environment.


• Familiarity with CRM systems such as Salesforce or other intake/case management platforms.


• Experience improving workflows, operational processes, or client experience initiatives.


• Ability to stay organized and effective in dynamic environments while maintaining focus on quality and timely execution.

Requirements

• Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace.


• Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher.


• Jabra Evolve 20 headset or equivalent required.


• Must have a stable internet connection with a minimum speed of 25 Mbps.


• Available to work U.S. business hours.


• Willingness to use time-tracking software.

What We Offer

• Competitive compensation commensurate with experience.


• Yearly bonus.


• 100% remote work environment.


• 10 Paid time-off (PTO) days per year.


• 3 Paid US holidays per year.


• Opportunity to work closely with leadership and legal professionals in a growing, modern law firm.

This position is only open to candidates located in LATAM. Resumes must be submitted in English. Applications that do not meet these criteria will not be considered.