Call Center Trainer (Benito Juárez)

About our Company

Confie is the largest independent personal lines insurance agency and broker in the United States serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members both onsite and remote help fuel our success with a focus on quality, consistency, and operational excellence.

Our growth reflects a deep investment in technology, continuous improvement, and most importantly our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.

Job Overview

Ensure an effective training experience aligned with business needs by facilitating the technical, operational, and cultural development of new employees through the implementation of adult-centered learning methodologies, performance data analysis, and continuous content improvement. The Trainer serves as a key link between training and operations, ensuring that training programs drive the preparation, integration, and success of ambassadors in their roles.

Requirements

1. Bachelor's degree in education or related.
2. 1 year of previous experience in training or education-related fields mandatory.
3. Advanced English level B2.
4. Previous experience in call center environments.
5. MS Office Word, Excel, PowerPoint mandatory.

Job Responsibilities

1. Report on the progress of the training group.
2. Audit calls, claims, and transactions of ambassadors during the training.
3. Assign agents to operational supervisors upon completion of training.
4. Ensure learning plans are assigned to new hires.
5. Submit ServiceNow tickets according to training needs.
6. Schedule talks and complementary sessions with other teams or departments as part of the training.
7. Facilitate training sessions using andragogical principles and effective instructional techniques.
8. Identify and report outdated or incorrect content to the Development team.
9. Participate in departmental projects and initiatives aimed at developing or improving training programs.
10. Update training materials in alignment with training objectives.
11. Report performance, attendance, and participation data to optimize the learning experience.
12. Provide individual and group feedback to ambassadors based on trends and performance metrics.
13. Escalate any relevant situations that arise during training to Management or support teams.
14. Identify and report ambassador behaviors that may require followup by Management or support teams Workforce, HR, Facilities, or TA.
15. Attend departmental, Operations, or cross-functional meetings as needed and provide complete and timely information.

Benefits

• Competitive weekly salary
• Legal benefits
• Christmas bonus
• Savings fund
• Profit sharing PTU
• Vacation days
• Vacation premium
• Extra paid days off
• Private medical insurance and preventative care
• Friendly work environment
• Financing and discounts at local restaurants and coffee shops