Customer Service Trainer

Contact Center Trainer

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation, a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

The Contact Center Trainer is responsible for designing, delivering, and continuously improving training programs that equip contact center agents with the skills, knowledge, and confidence to deliver exceptional customer experiences. This role partners closely with Customer Operations, Quality and Workforce Management to ensure training aligns with business objectives, regulatory requirements, and performance standards. The ideal candidate brings strong content development, facilitation skills, communication skills, and a passion for coaching and continuous improvement in a fast‑paced contact center environment. This role may be required to perform other duties as assigned to support evolving business needs.

Key Responsibilities

Training Design & Delivery

• Design, develop, and facilitate engaging onboarding and ongoing training programs for new hires and existing call center agents.
• Deliver instructor‑led, virtual, and blended learning sessions focused on customer service skills, systems, processes, compliance, and performance expectations.
• Customize training content to support changes in policies, procedures, systems, or business initiatives.

Content Development & Maintenance

• Create and maintain training materials including facilitator guides, participant workbooks, job aids, e‑learning modules, and knowledge base documentation.
• Ensure training content remains accurate, compliant, and aligned with regulatory and company requirements.
• Incorporate adult learning principles and best practices to improve retention and application of skills.

Stakeholder Collaboration

• Collaborate with Operations, Quality, Workforce Management, and Leadership to align training with operational goals and performance metrics, identify performance gaps and recommend targeted training or refresher sessions.
• Participate in cross‑functional initiatives to support new programs, system implementations, or process changes.
• Provide feedback and insights on training effectiveness and agent readiness.

Measurement & Continuous Improvement

• Track and evaluate training effectiveness using performance data, quality results, and learner feedback.
• Identify trends and opportunities for continuous improvement in training delivery and curriculum.
• Recommend enhancements to improve speed‑to‑proficiency and overall agent performance.

Communications

• Draft and deliver clear, timely, and effective communications to the contact center and billing & revenue teams as needed.
• Ensure messaging supports training initiatives, system changes, and operational updates.
• Collaborate with stakeholders to align communications with business goals and employee needs.

Required Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 2–5 years of experience in a call center or customer service environment.
• Previous experience delivering training, facilitation, or coaching in a contact center setting.
• Strong communication, presentation, and interpersonal skills.
• Ability to influence and engage learners at all levels.

Preferred Qualifications

• Experience training in a regulated environment (utilities, financial services, healthcare, etc.).
• Experience supporting large‑scale onboarding classes or BPO training environments.
• Familiarity with quality programs, call monitoring, and performance metrics.
• Experience with LMS platforms and virtual training tools.

Key Competencies

• Facilitation and adult learning expertise
• Continuous improvement focus
• Strong organizational and time‑management skills
• Adaptability in a fast‑paced, high‑volume environment

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.