Contact Centre Training Specialist

2 weeks ago

South Yarra, Australia Meson Agency Full time

**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.

Pay: $80,000.00 - $90,000.00 per year

Work Location: In person

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