Customer Service Operations Training Specialist

About the role

Metropolitan Warehouse & Delivery (MWD) is looking for an experienced Customer Service Operations Training Specialist in San Salvador, El Salvador. The specialist develops, delivers and coordinates training for Customer Service operations, including Inbound Customer Service (CSR), Active Dispatch (AD), Support and Management Onboarding, so employees can perform effectively and maintain service quality standards. The position is office-based, with remote training responsibilities across MWD locations.

Key responsibilities

• Develop and deliver structured training for new hires and existing employees, including onboarding, refresher and targeted retraining.
• Create and maintain training materials, presentations, assessments and practical learning exercises.
• Collaborate with Quality Assurance, supervisors and management to find knowledge gaps and performance improvement opportunities.
• Provide individual and group coaching to improve service quality, communication and operational performance.
• Support management onboarding and deliver virtual training sessions to employees in different offices.
• Evaluate training effectiveness through assessments, QA results, performance metrics and employee feedback.
• Maintain training records, attendance, coaching documentation and progress reports, and take part in QA calibration sessions.
• Recommend improvements to training programs and keep materials updated with company procedures.

Required profile

• 3-5+ years of experience in customer service, contact centers, logistics, delivery or related operations.
• Experience handling customer complaints, escalations and complex service situations, and with voice, email and/or chat support.
• Strong understanding of customer service KPIs, performance metrics and quality standards.
• Advanced written and spoken English.
• Preferred: experience as a customer service representative, active dispatch representative, support specialist, team lead, QA analyst, training specialist or corporate trainer, and previous training or coaching experience.

Required skills

• Microsoft Office, especially PowerPoint, Excel, Word and Teams.
• Ability to develop training materials and present in classroom and virtual settings.
• Coaching, mentoring and employee development skills.
• Preferred: knowledge of LMS, adult learning principles and QA calibration.

What we offer

• Professional growth and development opportunities.
• Exposure to international operations and cross-functional teams.
• A collaborative and supportive work environment.

To apply, send your updated resume by email with the subject line "Customer Service Operations Training Specialist Application".