Symbos is an Australian-led outsourcing partner delivering AI-enabled, human-centred customer experiences at scale. We partner with organisations to build high-performing teams that combine technology, operational excellence and genuine customer care.

At Symbos, we create meaningful opportunities for our people while helping our clients deliver stronger service outcomes.

The Opportunity

We are looking for an experienced Trainer to deliver engaging new hire, process, systems and refresher training across Symbos programs. You will facilitate classroom-based and virtual sessions, assess learner readiness and work closely with Operations and Quality to support a smooth transition from training into production.

What Sets This Role Apart

• Deliver training across onsite, virtual and blended learning environments

• Make a direct impact on new hire readiness, confidence and operational performance

• Partner with Operations, Quality and subject matter experts to close capability gaps

• Use role plays, simulations and practical activities to make learning relevant and engaging

• Support trainees through onboarding, assessment, nesting and the transition to live operations

Key Responsibilities

• Facilitate new hire, product, process, systems, compliance and refresher training programs

• Deliver clear and engaging sessions for onsite and remote trainees using classroom, virtual and blended learning methods

• Adapt facilitation techniques to different learning styles, experience levels and performance needs

• Conduct role plays, simulations, knowledge checks and practical assessments to measure learning transfer

• Provide timely coaching and constructive feedback to trainees throughout the learning journey

• Track attendance, assessment results, completion records and learner progress

• Identify knowledge or skill gaps and recommend targeted coaching, refresher training or other interventions

• Develop, update and maintain facilitator guides, learner materials, assessments and job aids

• Coordinate with Operations, Quality and subject matter experts to ensure training content remains accurate and relevant

• Support nesting, floor transition and post-training follow-through as required

What We’re Looking For

• At least 2 years of experience as a Trainer, Learning Specialist, Training Facilitator or similar role in a BPO or contact centre environment

• Proven experience facilitating new hire, process, product, systems or customer service training

• Confidence delivering training to remote learners through virtual platforms

• Strong facilitation, presentation and verbal and written English communication skills

• Ability to keep learners engaged, manage participation and address different learning needs

• Experience administering assessments, providing coaching and evaluating trainee readiness

• Strong organisation, documentation and stakeholder coordination skills

• Working knowledge of Microsoft PowerPoint, Excel, Word, Outlook and Teams

• Willingness and ability to work flexible shifts based on scheduled training classes

Nice to Have

• Experience supporting Australian clients, customers or business processes

• Experience creating or improving training materials, facilitator guides and job aids

• Exposure to learning management systems, virtual facilitation tools or contact centre platforms

• Experience supporting nesting, coaching, quality improvement or capability uplift initiatives

• Relevant training, facilitation or learning and development certification

Who This Role Suits