Contact Centre Training Specialist

2 weeks ago

South Yarra, Victoria, Australia Meson Agency Full time $80,000 - $90,000 per year

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

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