English Language Cultural BPO Trainer (Onsite)

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our

can-do culture works together to make the ordinary exceptional. 

Do you have a passion in Language Training, LEARNING & DEVELOPMENT, and Interactive Learning? Are you one that AIMS HIGHER. REACHES FARTHER to see others succeed? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset? Can you BE ONE. HELP MANY in a way that provides a positive experience? Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION? 

JOIN OUR TEAM TODAY! 

Job Summary

We are seeking an experienced, English Language Trainer to join our team in Montego Bay, Jamaica. The ideal candidate will play a crucial role in enhancing the English fluency, communication skills, and cultural understanding of our new hires, ensuring they are well-prepared to excel in the customer service roles tailored to an American audience. This position is open to expatriates with a strong background in teaching English, training, and cultural immersion, preferably in the BPO sector. 

Job Responsibilities: 

• Facilitate Language Fluency & Cultural Training:
• Conduct intensive English language training program for new hires to ensure fluency and proficiency in speaking, listening/comprehending, reading, and writing.
• Teach and reinforce American Colloquialisms, accents, idioms, and cultural nuances to prepare employees for interactions with American customers.
• Deliver engaging sessions on American cultural values, customer service standards, and communication styles to help employees connect better with American customers
• Provide detailed feedback and recommendations to recruitment for alignment.
• Encourage interactive learning and group discussions to enhance engagement and retention of material.
• Crisis Management Training:
• Provide training on effective communication strategies during high-pressure situations often encountered in customer service roles, ensuring employees can handle challenging interactions with the American customer confidently.
• Onboarding & Classroom Participation:
• Actively participate in classroom sessions to assist in the onboarding of new hires, ensuring they are fully equipped for their roles.
• Collaborate with trainers and team leads to identify and address knowledge or skill gaps as related to the English language and communication skills.
• Continuous Performance Evaluation & Improvement:
• Regularly work with learning and development team to update training material to align with evolving customer service standards and language trends.
• Prepare detailed reports on training outcomes and employee development for management review.
• Coaching and Mentoring:
• Provide ongoing coaching and mentorship to employees post-onboarding as needed.
• Act as a mentor for less experienced trainers, sharing best practices and teaching strategies to enhance overall training effectiveness.

Additional Requirements: Job Knowledge, Skills, and Qualifications:

• Bachelor’s Degree in English, Linguistics, Education or related discipline or equivalent combination of education and experience is preferred.
• Native fluency with a strong command of the English language.
• 2-3 years of experience in teaching English as a second language (ESL), corporate training, or language coaching – preferably in a BPO context.
• Certification in TEFL, TESOL, or CELTA is preferred.
• Experience working in Jamaica or other Caribbean countries.
• Familiarity with the BPO industry and customer service operations preferred.
• Knowledge of cultural dynamics in Jamaica and how to bridge cultural gaps effectively.
• Strong understanding of the American culture, slang, and vernacular.
• Proven experience in developing and administering language assessments.
• Exceptional interpersonal and communication skills with the ability to connect with diverse learners.
• Available to work shifting schedules, morning, afternoon, night, and flexible to work on Holidays.
• Must be able to work onsite at 1 Mangrove Way Montego Bay, Jamaica.

Benefits:

• Competitive pay based on experience.
• Exposure to multi-cultural work environment and career growth.
• Positive work culture.
• Stable, full-time employment.
• Company paid health & life insurance benefits.

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers’ experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com.

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