About Meson Agency:
Meson Agency is a dynamic outbound contact centre specialising in appointment setting and B2B outreach. With 60+ agents and nearly 1 million outbound interactions per year, our team drives consistent results with a fully onshore, high-quality approach.
Role Overview:
As our Call Centre Trainer, you'll design, deliver, and refine training programs to elevate agent performance, engagement, and excellence across sales and service metrics.
Key Responsibilities:
* Develop and implement engaging onboarding and ongoing training programs (phone, CRM, soft skills, outbound techniques).
* Create multimedia training materials and role-playing simulations.
* Provide proactive coaching, monitor call performance, and run calibration sessions.
* Measure training effectiveness using call-quality, resolution, and conversion metrics.
* Partner with team leaders and QA to keep training aligned with evolving business needs.
* Manage training schedules, attendance, and recordkeeping.
Requirements:
* 1+ years training experience in a contact centre or similar high-volume environment.
* Excellent facilitation, presentation, and interpersonal skills.
* Proficient in contact centre systems, CRM tools, and performance metric reporting.
* Passion for coaching, adult learning principles, and continuous improvement.
Why Join Us:
* High-impact role in a fast-growing, client-focused environment.
* Clear growth pathways into operations or leadership.
* Supportive, collaborative culture with learning as a core value.
Job Type: Full-time
Pay: $80,000.00 – $90,000.00 per year
Work Location: In person