Call Center Trainer

2 weeks ago

South Yarra, Victoria, Australia Meson Agency Full time $60,000 - $80,000 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 call center 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.

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