Call Center Trainer

Leading Edge Connections•Buffalo, NY

3d•$18 - $20•Remote

About The Position

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.

Requirements

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

Responsibilities

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.