Call Center Training and Performance Manager
About The Position
Expivia Interaction Marketing Group is looking for an energetic, organized, and results-driven Call Center Training & Performance Manager to help develop our employees from their first day of training through successful performance in production. This hybrid leadership position combines employee training and development with hands-on contact center performance management. You'll lead new-hire training, coach and develop employees, monitor performance, and partner with Operations and leadership to ensure our teams are prepared to meet both company and client expectations. We're looking for someone who genuinely enjoys developing people but also understands that great training should translate into confident employees, strong performance, and measurable results.
Requirements
- High school diploma or GED required
- Strong understanding of contact center performance metrics and KPIs
- Excellent communication, presentation, and interpersonal skills
- Strong coaching skills with the ability to develop employees while maintaining accountability
- Highly organized with strong problem-solving skills, attention to detail, and follow-through
- Ability to analyze performance trends and turn them into actionable coaching and development
- Ability to manage multiple priorities in a fast-paced environment
- Ability to work effectively in both in-office and remote environments
Nice To Haves
- Associate's or bachelor's degree preferred
- Previous call center/contact center experience strongly preferred
- Previous experience in training, coaching, supervision, or team leadership preferred
Responsibilities
- Lead new-hire training and onboarding for assigned contact center programs
- Deliver engaging in-person and virtual training on client requirements, systems, call handling, customer service standards, policies, and performance expectations
- Monitor trainee participation, attendance, knowledge retention, and overall progress
- Use assessments, role-playing, mock calls, and individualized coaching to identify and address areas where employees need additional support
- Manage and support the transition from classroom training through nesting and into live production
- Provide ongoing coaching, refresher training, and performance development for new and existing employees
- Monitor key performance indicators, including quality, productivity, adherence, attendance, and client-specific KPIs
- Analyze performance trends and develop targeted coaching or training plans to improve results
- Partner with Operations and leadership to address performance concerns and improve overall program performance
- Assist with new program launches, process changes, client updates, and the continued development of training materials and employee resources
Benefits
- Medical insurance
- Paid vacation
- Paid holidays
- Training and professional development
- Opportunities for advancement and internal promotion
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
