Bilingual Operations Trainer (French & English) – Call Center

About the role

We are looking for a bilingual Operations Trainer to join our banking and financial BPO team in Casablanca. You will be responsible for preparing new and existing agents with the product knowledge and system skills required to deliver high‑quality customer service.

Key responsibilities

• Oversee agent onboarding, ensuring system access and training room preparation.
• Deliver engaging training sessions on products and systems using varied 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 operational floor placement.
• Assess post‑training knowledge retention and provide targeted coaching to address gaps.
• Assist with complex customer issues or escalations as needed.
• Stay up‑to‑date with account requirements, including occasional operational call handling.

Required profile

• Bilingual fluency in French and English.
• Willingness to relocate to Casablanca, Morocco.
• Strong communication and presentation abilities.
• Experience delivering training in a call‑center or BPO environment.
• Ability to supervise and evaluate agent performance.

Required skills

What we offer

• Opportunity to work in a dynamic banking and financial services environment.
• Professional development and career growth within a global BPO organization.