Trainer

About Aambience Services

Aambience Services is an innovative company providing Business Process Outsourcing, IT and Robotic Process Automation (RPA) Services. Through our BPO operations, we support leading organizations with Call Center, Customer Service, Back Office, outbound campaigns, case management and operational support services.

What makes us different is our strong desire to challenge the status quo, inspire and create practical, high-quality solutions. We build relationships of trust with our clients, based on quality, know-how, operational excellence and great customer experience.

Our people are at the heart of our services. We invest in their development, performance and engagement, creating strong teams that can support complex client environments with consistency, professionalism and accountability.

The Role

We are seeking a highly skilled Trainer to design, deliver and monitor training programs for our BPO Services Department, with a strong focus on Call Center and Back Office operations.

The role will support the onboarding and continuous development of agents, back-office teams, team leaders and operational staff, ensuring that employees are properly trained on processes, systems, scripts, service standards, KPIs and client-specific requirements.

Responsibilities

• Identify training needs in collaboration with Operations Managers, Team Leaders, Quality teams and HR.

• Design and deliver training programs for Call Center and Back Office teams, including onboarding, refresher training and upskilling sessions.

• Develop training material for customer service, inbound and outbound communication, complaints handling, case management, data entry, document processing and client-specific workflows.

• Train employees on operational procedures, scripts, CRM usage, ticketing tools, call handling standards and back-office process requirements.

• Support training for key Call Center KPIs such as Average Handle Time, First Call Resolution, Service Level, Quality Scores, Customer Satisfaction and Productivity.

• Deliver soft skills training, including communication, empathy, active listening, objection handling, conflict management and professional written communication.

• Conduct workshops and practical simulations, including role plays, call listening sessions, case studies and process walkthroughs.

• Prepare and maintain manuals, presentations, knowledge base material, quick guides and process documentation.

• Evaluate training effectiveness through tests, observations, quality results, performance indicators and feedback from operations.

• Work closely with Quality Assurance teams to identify performance gaps and design targeted improvement actions.

• Support new project launches by preparing training plans, training calendars and readiness assessments for BPO teams.

• Monitor operational changes and update training content accordingly.

• Contribute to employee development initiatives and support HR-related training projects when required.

Requirements

• Bachelor’s degree in Education, Business Administration, Communication, Psychology or related field.

• Proven experience in designing and delivering training programs.

• Previous experience in a BPO, Call Center, Customer Service or Back Office environment will be considered a strong asset.

• Good understanding of Call Center and Back Office operations, including inbound/outbound services, CRM workflows, ticketing, data handling and service quality standards.

• Familiarity with call management systems such as Genesys, Avaya or similar platforms, as well as CRM/ticketing tools such as Salesforce, Zendesk or similar systems, will be considered an advantage.

• Understanding of operational KPIs such as AHT, FCR, SLA, Occupancy, Quality Score, CSAT and productivity metrics.

• Experience with e-learning tools and modern training methodologies.

• Advanced MS Office skills, especially PowerPoint.

• Excellent command of English, both written and spoken.

• Strong written and verbal communication skills in Greek.

Core Competencies and Skills

• Excellent presentation and facilitation skills.

• Strong communication and interpersonal skills.

• Ability to engage different audiences, from new agents to experienced team leaders.

• Practical understanding of operational performance and service quality.

• Strong organizational and planning skills.

• Ability to manage multiple training priorities and deadlines.

• Analytical mindset with focus on measurable training outcomes.

• Methodical, structured and results-driven approach.

• Positive attitude, flexibility and ability to work in a fast-paced BPO environment.

• Interest in innovation, digital tools and continuous improvement.

Benefits

Competitive remuneration package.

• Private medical insurance.

• Continuous training and development.

• Exposure to large-scale BPO, Call Center and Back Office projects.

• A workplace where your professional and personal success is our commitment