At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
As our Trainer, you’ll deliver engaging learning experiences that drive performance, confidence, and customer outcomes. Your impact will be visible, and your work will help set the standard as the team grows.
Probe CX is expanding its Hardship Support team in Melbourne, and we have an opportunity for an experienced Contact Centre Trainer . This is a newly created position, and the successful candidate will join newly formed teams dedicated to providing Telco Hardship Support services for our client.
This critical role is responsible for building frontline capability to manage complex hardship conversations professionally, with a focus on vulnerability-aware communication and compliant customer outcomes
What you’ll do:
Design & Develop: Create high-quality training content for onboarding and upskilling programs, focusing on the nuances of hardship regulations and empathetic customer engagement.
Facilitate Deep Learning: Lead structured sessions using scenario-based learning and real-call examples to build the confidence and resilience required for sensitive conversations.
Bridge the Gap: Translate complex Telco hardship processes into practical, step-by-step guidance that prioritizes quality and compliant outcomes.
Partner for Success: Collaborate with Operations and Quality teams to identify capability gaps, providing high-touch coaching and reinforcement to ensure a high standard of care.
Continuous Improvement: Maintain and update all training materials and job aids to reflect current policies, ensuring the team is always supported with accurate, up-to-date resources and facilitate regular up-skill training as part of our 360 approach.
About you
You are a highly motivated, results-oriented professional who thrives in a specialised, quality-focused contact centre environment. You understand that hardship support is about more than just efficiency; it requires a unique balance of strict governance, patience, and genuine empathy.
You excel at transforming complex technical processes into relatable, actionable skills that empower others to handle sensitive conversations with confidence. As a flexible self-starter, you are committed to the highest standards of integrity and find your greatest reward in seeing your trainees succeed in delivering compassionate, compliant outcomes.
What you bring:
Demonstrated experience delivering training in a contact centre or operational environment, with strong facilitation and learner engagement skills.
Ability to simplify complex hardship processes and requirements into practical, on-the-job behaviours and clear call handling guidance.
Strong coaching capability, including providing structured feedback and measurable capability uplift.
Confidence in delivering behaviour-based training, role plays, and scenario-based learning.
Strong attention to detail, governance discipline, and consistency in training delivery and materials.
If you have the discipline of a trainer and the heart of a coach, we’d love to hear from you. Join us in building a team that prioritises quality, empathy, and customer-first outcomes.
Why Join Us?
You will see the direct results of your contributions, which will be instrumental in establishing the benchmark for the expanding team.
Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally.
Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands
About Probe CX
Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
How to Apply?
Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.
Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.
We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!
Probe CX is a global customer experience organisation focused on creating environments where digitally-enabled CX thrives. A part of Probe Group, we enhance experiences with the right blend of people and technology to help our clients achieve their CX transformation goals. Partnering with organisations across more than 11 industries, our solutions help unlock trapped CX value.
We create meaningful interactions that exceed expectations through our digitally-powered, people-first approach. Rooted in a culture of diversity, accountability and respect, Probe CX designs scalable, end-to-end CX solutions by understanding the challenges of our clients, their employees and their customers.
From managed and outsourced services to intelligent automation and workforce transformation, our teams drive tangible results for businesses of all sizes. With over 40 years of experience building socially responsible and sustainable CX solutions, we are the partner of choice for next-generation driven CX.
