Trainer - Percepta

We bring first-class service across each market we support. As a Trainer (100% onsite) , in Mexico City site. you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 

The Trainer, facilitates training in several areas, including but not limited to new hire onboarding, up-training, and refresher training. Using adult learning principles, the Training Specialist ensures the learners are engaged and participating in training to ensure maximum learning opportunities. As needed, the Training Specialist may partner with leadership to ensure Percepta’s policies and procedures while in training are followed. When not in training, the Training Specialist will participate in taking calls, quality calibration sessions, and completes special projects as assigned.

During a Typical Day, You’ll

Training Delivery

·Participate in “Train the Trainer” sessions conducted by the ISD and demonstrate proficiency in training before being considered certified to facilitate content.

·Ensure all equipment and systems are in place prior to start of class, i.e., headphones, telephones, computers, and software functionality.

·Partner with Human Resources, Quality, and Operations to schedule New Employee Orientation, and departmental presentations as needed.

·Facilitate classes based on the objectives and agendas provided to maximize learner engagement and retention.

·Using the adult learning principles, adapt instructional style based on learner needs.

·Ability to analyze group dynamics and interpret non-verbal messages to determine if/when learners are struggling to understand content. Ability to adapt delivery to reengage learners that are struggling.

·Manage the set-up and breakdown of the training classroom to ensure facility is ready for training start dates and times.

Training Management

·Maintain Agent Dashboard reporting for in class components including but not limited to attendance tracker, knowledge checks, simulated learning, and training performance metrics.

·Review and approve weekly timekeeping of learners through onboarding and first week of Abay.

·Identify individual learner performance gaps and provide personal coaching sessions to help learners meet performance expectations.

·Escalate performance issues and trends to Training Supervisor when identified and partner with Human Resources to provide details when performance management is needed.

·Identify to management when participants are not meeting performance expectations.

·Facilitate transition from Training to Production by supporting first week of Abay for all lines of business.

·Take 2-5 hours of live calls per month and receive quality feedback to demonstrate proficiency in training topics.

·Attend 1 client calibration session per month.

·

What You Bring to the Role

High school diploma or GED

1 – 3 three years of training experience preferred

Strong communications and presentation skills

Organizational skills

Analytical skills to review new processes and derive potential impact to program

Ability to create new training tools with minimal assistance

Schedule availability

What You Can Expect 

• $19,425 monthly
• Life Insurance (25 monthly salaries).
• Savings Fund
• Groceries card.
• Restaurant Card (Eligibility after 90 days in the company).
• Annual vacation: 16 days at first year
• 25% Vacation Bonus.
• Annual Bonus (7 / 14 / 21 days of employee's daily salary in first, second and third year).
• Christmas Bonus (15 days).
• Training and Development Programs (Percepta College).
• Employee Rewards Program.
• Work on site: CDMX- Monumento a la Revolución.

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

Leave it better – We take ownership and leave every process, person, and place better than we found it.

Win together – We succeed as one—celebrating, supporting, and showing up for each other.

Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

#LI-Onsite