Call Center Trainer

eClerx•Fayetteville, NC

18d•$15•Onsite

About The Position

We are seeking an experienced and enthusiastic Call Center Trainer to join our team. This role is responsible for developing, delivering, and evaluating training programs that equip our call center agents with the skills needed to provide exceptional customer service. The ideal candidate will have strong communication skills, a passion for coaching, and experience working in fast-paced call center environments.

Requirements

High school diploma or equivalent required
2+ years of experience in a call center training, quality assurance, or supervisory role.
Strong presentation, facilitation, and communication skills.
Ability to adjust training methods to accommodate various learning styles.
Proficiency with call center systems, CRM platforms, and Microsoft Office Suite.
Strong organizational skills and attention to detail.
Ability to manage multiple training classes or projects simultaneously.

Responsibilities

Facilitate and provide training for call center agents, including systems training, customer service skills, policies, and procedures.
Conduct ongoing training sessions, refresher courses, and performance improvement workshops.
Develop and update training materials, including manuals, presentations, job aids, and e-learning modules.
Assess training effectiveness through evaluations, performance metrics, and feedback; recommend improvements as needed.
Partner with call center leadership to identify skill gaps and implement targeted coaching plans.
Monitor agent performance during nesting/simulation periods and provide hands-on support.
Maintain accurate training records and reports.
Stay current on product updates, process changes, and industry best practices.
Support quality assurance initiatives by aligning training with performance standards.

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