Job Summary: The Trainer manages daily contact center operations, leads a team of associates, and ensures achievement of SLA, quality, and productivity goals. Key Highlights: 1. Lead and train teams in a dynamic digital environment 2. Drive professional development and growth 3. Inclusive culture that values diverse perspectives **We’re hiring!** At Cognizant, we have the ideal opportunity for you to join one of the world’s largest digital sector companies. *A Great Place To Work*, where we seek individuals who bring fresh ideas and wish to thrive in a dynamic, growing environment. At Cognizant, we foster an inclusive culture that values diverse perspectives and provides opportunities for professional development and growth. **Overview** The **Trainer** is responsible for managing daily contact center operations and leading a team of associates delivering support for inbound and outbound voice, chat, and email interactions. This role ensures consistent delivery of SLA, quality, and productivity targets while driving personnel development, compliance, and continuous improvement aligned with Cognizant standards. **Key Responsibilities** * Lead, train, and supervise agents handling voice, chat, and email interactions. * Ensure adherence to operational metrics (KPIs), including Service Level (SL), AHT, FCR, Quality, CSAT/NPS, Adherence, and Productivity. * Provide real-time floor support, handle escalations, and assist with queue management. * Conduct regular coaching sessions, performance evaluations, and individual development plans for team members. * Contribute to overall agent development through mentoring, reinforcement coaching, and skill-building initiatives. * Analyze team performance data; identify trends, risks, and improvement opportunities; and implement action plans. * Ensure strict compliance with Cognizant processes, InfoSec requirements, and client guidelines. * Support onboarding, nesting, and process transitions in collaboration with Training, QA, and SMEs. * Deliver daily training summaries and evaluations as required; track training effectiveness against KPIs. **Requirements** * 2–8 years of experience in a Contact Center or BPO environment, with prior experience as a Trainer. * Advanced proficiency in Mexican Spanish (native or near-native) and B2/B1 level English; excellent verbal and written communication skills. * Strong interpersonal, time management, and organizational skills. * Ability to rapidly adapt to changes across verticals (policies/guidelines) and learn new processes, concepts, and skills. * Excellent organizational skills and meticulous problem-solving approach. * Effective communication across all levels in a dynamic environment. * Ability to manage multiple tasks simultaneously and operate effectively in a complex, fast-paced environment with multiple priorities. * Understanding of business processes and ability to identify improvement methods. * Knowledge of departmental policies and procedures. * Proven presentation, communication, and content creation skills (Learning Ambassador/Policy Expert/Events Team/Media Team). * Analytical capability with strong problem-solving and structured decision-making skills. * High attention to detail and commitment to delivering accurate, efficient, and high-quality results. * High motivation and ability to grow within an agile, dynamic, team-oriented environment. * Ability to analyze, develop, and enhance technical/training materials and curricula. * Proficiency in Google Workspace and Microsoft Office. * Experience handling confidential information (desirable). * Advanced knowledge of Microsoft Excel (pivot tables, charts, statistical functions). **Why Cognizant?** * Advance your career with one of the world’s largest and fastest-growing IT services providers. * Receive ongoing support and funding for training and development programs. * Access a highly competitive benefits and compensation package. * Gain the opportunity to work with leading global enterprises. * We are committed to respecting human rights and building a better future by supporting both people and the environment. * We invest in people and their well-being. * We create conditions for everyone to thrive. We do not discriminate on the basis of race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or any other protected characteristic. At Cognizant, we believe our culture makes us stronger! **Join us now!** **\#BeCognizant \#IntuitionEngineered**