Call Center Trainer

Leading Edge Connections-posted 4 days ago
$18 - $20/Yr
Mid Level
Remote • Dallas, TX
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Leading Edge Connections (LEC) is a high-performance outsourced contact center and CX partner supporting top brands across multiple industries. We pride ourselves on elite training, strong communication, and developing top-tier talent. As we continue to expand, we are adding a dynamic, adaptable, and client-facing Trainer to our team. If you are confident leading virtual training rooms, thrive in structured but fast-moving environments, and know how to develop new agents into high-performing professionals—this is the perfect role for you. The Trainer is responsible for delivering exceptional new hire training, refresher courses, and ongoing development while serving as a communication bridge between LEC Operations, agents, and our clients. This role requires professionalism, confidence, structure, and adaptability.

  • Client Communication & Coordination
  • Work closely with the client through Zoom and chat, maintaining clear, consistent communication.
  • Adapt quickly when client processes or priorities shift.
  • Stay flexible with last-minute client requests during training.
  • Follow up on credential issues and ensure full resolution.
  • Training Delivery & Classroom Management
  • Conduct training on camera for all sessions.
  • Deliver training in a clear, engaging, and easy-to-follow style suitable for mixed-skill groups.
  • Use a mix of training methods: demonstrations, walkthroughs, practice activities, Q&A, etc.
  • Keep trainees engaged, check for understanding, and adjust pacing as needed.
  • Maintain strong control of the virtual training room:
  • Cameras on
  • Muted when instructed
  • Professional behavior
  • No talking over others
  • Handle trainee concerns or misconduct calmly and professionally.
  • Prepare training materials, environment, and tools ahead of time.
  • Manage time effectively to ensure the class stays on schedule.
  • Technical Support
  • Confidently navigate multiple systems and online tools.
  • Troubleshoot common tech issues during credential setup.
  • Assist trainees with system access, logins, and platform navigation.
  • Performance Monitoring & Reporting
  • Track attendance, engagement, performance, and behavioral concerns.
  • Monitor trainee progress and identify individuals who need additional coaching or support.
  • Reinforce performance expectations such as QA, TPH, accuracy, compliance, and customer service standards.
  • Provide detailed training outcome reports to Operations and leadership.
  • Send daily or weekly updates to Ops and the client.
  • Ensure training content aligns with QA scorecards, SOP updates, and current workflow changes.
  • Identify curriculum gaps and recommend improvements.
  • Cross-Functional Collaboration
  • Work with Ops, QA, WFM, and other departments to ensure training schedules and needs are aligned.
  • Jump in to help with coaching, escalations, or Admin Assistance during slower training periods.
  • Communicate professionally with agents, leadership, and the client.
  • Professional Expectations
  • Reliable and available during weekdays, weekends, and slower seasons when training support is needed.
  • Maintain a professional presence, tone, and environment while on camera.
  • Uphold confidentiality and professionalism when dealing with agent issues or sensitive information.
  • 1–3+ years of training experience in a call center or customer service environment
  • Strong virtual facilitation skills (Zoom, Teams, etc.)
  • High confidence navigating multiple systems and tools
  • Exceptional communication and presentation skills
  • Ability to stay flexible, adapt quickly, and maintain training control
  • Strong time management and organization
  • Experience with QA, soft skills, and customer service coaching
  • Calm, professional demeanor under pressure
  • High-performance culture with strong development opportunities
  • Fully remote position
  • Work directly with exciting clients and cross-functional teams
  • Competitive pay
  • Clear upward mobility into leadership, QA, or Ops roles
  • Fast-paced environment with meaningful impact
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