Bilingual Call Center Trainer (French & English) – Casablanca

About the role

We are looking for a bilingual Operations Trainer to join our Banking & Financial account in Casablanca. You will equip new and existing agents with the product knowledge and skills required to deliver excellent customer service.

Key responsibilities

• Oversee onboarding, ensuring agents have system access and training rooms are prepared.
• Deliver engaging training sessions on products, systems and processes using a variety of methodologies and technologies.
• Monitor attendance and performance, recommending agents for production or termination.
• Support the transition from classroom training to on‑the‑job coaching and the operations floor.
• Assess post‑training knowledge retention and provide targeted coaching to close performance gaps.
• Assist with complex customer issues or escalations when required.
• Stay up‑to‑date with account‑specific requirements, including occasional operations calls.

Required profile

• Bilingual in French and English.
• Willing to relocate to Casablanca, Morocco.
• Experience delivering training in a BPO or call‑center environment, preferably within banking or financial services.
• Strong ability to supervise groups of agents and provide constructive feedback.

Required skills

What we offer

• Opportunity to work on a high‑profile banking account.
• Dynamic, multicultural environment.
• Professional development and career growth in the BPO sector.