Contact Centre Trainer

We're Hiring: Contact Centre Trainer – AAT Kings

Location: Bondi Junction (Hybrid options available)

Full-time | Permanent

Are you passionate about empowering others to thrive in a sales and customer-centric environment If so, AAT Kings wants to hear from you.

As our new Contact Centre Trainer, you’ll work hand-in-hand with our Contact Centre Sales Manager and Performance Leader to build and deliver learning experiences that equip our Contact Centre team with the knowledge, tools and confidence they need to succeed.

You’ll shape the onboarding journey, design learning collateral and lead training programs that drive sales performance, customer satisfaction and ongoing development

What You’ll Be Doing:

• Partnering with the Contact Centre leadership team to identify training needs and create tailored learning experiences.
• Designing and delivering engaging training programs covering:
• Product and system knowledge (Tropics, TMS, Genesys )
• Sales techniques and marketing strategies
• Policies, procedures and quality assurance
• Monitoring agent performance and delivering side-by-side coaching and feedback.
• Supporting our Hexaware BPO team in Manila with training and development initiatives.
• Designing and managing training content on SharePoint, including manuals and assessments.
• Collaborating with People & Culture, Product & Service, and Air teams to ensure training aligns with broader business goals.
• Coordinating annual training calendars, resources, and scheduling in partnership with the Workforce Planning team.
• Acting as a culture and brand ambassador in all learning sessions and team engagements.
• Provide support via phone and email as part of our contact centre operations when required

What You’ll Bring:

• Minimum 2 years’ experience in a sales or contact centre environment.
• Certificate IV in Training and Assessment (not essential but an advantage)
• Strong background in customer service, sales coaching, and performance development.
• Confident presentation and facilitation skills.
• Exceptional communication, time management, and interpersonal abilities.
• High attention to detail and a proactive, collaborative approach to work.

What’s In It for You:

• Career Growth: Opportunity to lead strategic, high-visibility projects and work closely with senior leaders across global functions.
• Flexible Work Arrangements: Balance of in-office and work-from-home options.
• Wellbeing Support: Access to extensive employee assistance and wellbeing programs for you and your family.
• Travel Discounts: Generous domestic and international travel discounts for you, your family, and friends.
• Learning & Development: Career development and personal growth opportunities.
• Volunteer Leave: Two days paid leave per year for volunteer opportunities.
• Parental Leave: 12 weeks paid parental leave for eligible employees.