The Bilingual Trainer will be responsible for delivering technical, behavioral, and process-related training for new hires and existing staff in a call center environment. This role acts as a learning facilitator, ensuring that agents develop the necessary skills to provide excellent customer service. The position requires proficiency in both Portuguese and English, strong communication skills, and the ability to manage training groups effectively. Key Responsibilities: Deliver onboarding and refresher training sessions for customer service teams. Facilitate training on products, policies, tools, procedures, quality, and customer experience. Conduct bilingual training sessions (PT/EN) according to operational needs. Administer knowledge assessments, practical simulations, and engagement activities. Prepare trainee performance reports and present results to leadership. Ensure training materials are continuously updated, aligned with Quality and Operations teams. Support new agents during the nesting period, providing structured feedback. Identify opportunities to improve training processes and propose enhancements. Assist in developing learning paths and instructional materials (APTs, PPTs, job aids, etc.). Monitor training KPIs (effectiveness, adherence, learning curve). Required Qualifications: High school diploma (Bachelor’s degree preferred). Fluency in English (written and spoken). Previous experience in call center, training, quality, or related functions. Excellent verbal and written communication skills. Ability to manage classrooms and facilitate learning for diverse profiles. Intermediate knowledge of PowerPoint, Excel, Teams/Zoom. Preferred Qualifications: Experience creating educational and training materials. Knowledge of adult learning methodologies (Andragogy). Experience working with LMS platforms. Familiarity with operational metrics (AHT, CSAT, QA Score, etc.). Certifications in training, facilitation, instructional design, or related areas. Key Competencies: Strong time management and organizational skills. Active listening and empathy. Energy and dynamism for leading training groups. Problem-solving skills. Adaptability in fast-paced environments. Proactivity and initiative. What We Offer: Compensation: R$ 6,157 + Meal Voucher or Food Allowance (R$ 16.56 per day) Benefits: Medical Insurance, Dental Insurance, Childcare Assistance, Life Insurance, Growth Opportunities, Dynamic/Casual Work Environment, Partnerships with Universities and Language Schools. Work Location: 100% Remote Working Hours: Monday through Friday, from 9:00 AM to 6:00 PM. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we have helped companies build engaging, positive, and profitable customer experiences through our combination of human talent and technology. On behalf of many of the world's most recognized and innovative brands, we connect with customers every day via phone, SMS, chat, and video. These exceptional customer experiences start with you. TTEC is proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are committed to fostering a diverse and inclusive workforce that respects and embraces the cultures, perspectives, and experiences of our global teams. We make every effort to reflect the communities where we operate—not only by delivering world-class services and technology, but also by putting humanity at the center of everything we do. We are dedicated to ensuring that every employee feels valued, included, and empowered to bring their authentic selves to work every day.

Exigências

• Escolaridade Mínima: Ensino Superior

• Experiência desejada: Entre 3 e 5 anos
• Inglês (Avançado)