Call Center Trainer - WI
Verida Inc•Villa Rica, GA
•Onsite
About The Position
The Call Center Trainer delivers training programs for new hire and existing employees in a customer service call center environment. This role prepares employees to provide excellent service, navigate systems, follow policies, and meet performance standards. The trainer supports onboarding, nesting, refresher training, and coaching to improve employee readiness and operational success.
Requirements
- 2+ years in a call center, customer service, operations, or related environment.
- 1+ year in training, coaching, mentoring, team leadership, or facilitation.
- Strong presentation and facilitation skills.
- Ability to explain processes clearly to different learning styles.
- Strong organizational, time management, and problem-solving skills.
- Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel, Outlook, Teams).
- Positive attitude, professionalism, and adaptability.
- High school diploma or equivalent required.
Nice To Haves
- Experience in a fast-paced, customer-focused environment preferred.
- Associate’s or Bachelor's degree preferred.
- Onboarding or coaching experience.
- Metric-driven call center experience.
- Bilingual skills are a plus.
Responsibilities
- Conduct instructor-led, virtual, and hands-on training for new hires and current employees.
- Facilitate onboarding covering customer service, call handling, systems, policies, and procedures.
- Deliver refresher training, upskilling sessions, and process update training.
- Support nesting and transition employees into production environments.
- Foster an engaging, professional, and positive learning environment.
- Monitor trainee progress and provide coaching and feedback.
- Observe calls and workflows to identify development opportunities.
- Partner with supervisors and quality teams to address performance gaps.
- Assist with updates to training materials, job aids, and reference guides.
- Administer quizzes, knowledge checks, and readiness assessments.
- Track attendance, completion rates, and trainee progress.
- Provide written feedback and readiness updates to leadership.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
