### **Job Information** Department Name BPO Job Type Full time Industry Communications Service Now Ticket INC1431355 Modality On Site Work Experience 3\-5 years Assigned Recruiter Contact sergio.alberto.vega.millan@confie.com Date Opened 12/22/2025 City Tijuana State/Province Baja California Country Mexico Zip/Postal Code 22010 ### **Job Description** Lead, develop, and monitor the training team to ensure the effective execution of training programs, upholding high quality standards, strategic alignment, and adherence to ICARET values. The L\&D Sr. Team Leader is responsible for providing direction, support, and direct supervision to trainers, fostering their professional growth, managing resources and materials, auditing training session quality, and serving as a key liaison between the training team, operations, instructional designers, and support teams—with a continuous focus on improvement and organizational performance impact. **Job Responsibilities:** * Audit training sessions (live, recorded, or via reports). * Plan and assign training rooms according to business line, capacity, and technical requirements. * Coordinate the assignment of trainers to new classes, development sessions, or upskill training. * Maintain ongoing communication with operations leaders to manage training schedules, spaces, and needs. * Coordinate with support teams (Facilities \& IT) regarding classroom furniture, computer equipment, or network access. * Serve as the main point of contact with instructional designers to update materials and ensure proper implementation by the trainer team. * Maintain detailed reports on each trainer’s performance and activity (classes, audits, feedback, improvement plans). * Adjust and reconfigure training agendas based on business needs or feedback from operations or clients. * Validate individual and team KPI compliance for the trainer team. * Coach and provide feedback to trainers on teaching techniques, classroom management, facilitation, and tools usage. * Coordinate instructional calibration sessions among trainers to maintain consistency and quality in delivery. * Lead internal training focused on developing the team’s pedagogical and technical skills. * Identify areas for improvement in content delivery and propose adjustments to the instructional design team. * Ensure the training approach encourages active learning, critical thinking, and engagement, in alignment with L\&D department methodologies. * Evaluate the impact of training through learning metrics, feedback (CSAT), and operational results. * Promote and embody ICARET values inside and outside the training environment, serving as an example of professionalism, integrity, and leadership. * Timely escalate any critical issues identified during training to Management or relevant support teams. * Actively participate in strategic projects aimed at ambassador development and continuous improvement of the training area. * Report behaviors of new agents that may require specialized follow\-up from other departments (HR, WF, TA, Facilities). * Lead one\-on\-one sessions with trainers focused on performance, conduct, professional development, or emotional support. * Foster a collaborative, inclusive, and results\-oriented work environment within the training team. ### **Requirements** * Scholarship: University/College (Indispensable) * Specialized knowledge: People management, manage LMS, evaluation of competencies, data analysis * English level: Advanced (C1\) * Computer knowledge: MS Office (Word, Excel, Power Point, Forms \- Advanced instructional designs tools. * Experience: 3 \+ years of experience in training or education\-related fields, customer service, team leading, organizational awareness, time management. ### **Benefits** * Competitive weekly salary * Excellent location (Zona Río, Tijuana) * Legal benefits * Christmas bonus * Savings fund * Profit sharing (PTU) * Vacation days * Vacation premium * Extra paid days off * Private medical insurance and preventative care * Financing and discounts at local restaurants and coffee shops * Growth opportunities