Call Center Training Specialist

Porter Cares, Inc.•Pompano Beach, FL

64d•$45,000 - $60,000•Onsite

About The Position

The Call Center Trainer supports the development, delivery, and ongoing improvement of training programs for call center agents and scheduling staff. This role focuses on preparing team members to manage inbound and outbound calls, follow healthcare-specific protocols, and consistently deliver excellent customer experience. Working closely with management, operations, and other training contributors, the trainer helps ensure training initiatives align with company standards, performance expectations, and compliance requirements.

Requirements

2â4+ years of experience in call center operations, customer service, or training roles; healthcare, technology, or regulated industry experience preferred
Demonstrated ability to facilitate engaging and effective training sessions, both classroom-style and hands-on
Strong communication, presentation, and facilitation skills with the ability to motivate and support learners
Excellent attention to detail when working with scripts, compliance requirements, data security protocols, and quality standards
Comfortable working in a fast-paced environment with evolving priorities and regulatory constraints
Ability to analyze performance data and identify trends to recommend improvements to training or coaching approaches
Familiarity with call center technologies such as autodialers, CRMs, EHRs, and performance dashboards
Empathetic, patient, and supportive training style focused on building agent confidence and competence
Organized, proactive, adaptable, and committed to continuous learning and improvement

Responsibilities

Deliver new-hire onboarding and role-specific training covering systems, workflows, compliance requirements, and customer service expectations
Facilitate ongoing development sessions, upskilling workshops, and targeted coaching for both new and existing team members
Monitor agent performance, identify knowledge or skill gaps, and provide supplemental or remedial training as needed
Collaborate with management and training contributors to develop, refine, and update training materials, guides, scripts, and SOPs
Conduct role-playing exercises, mock calls, and scenario-based learning to support skill development and real-world readiness
Gather feedback from agents and supervisors to identify training needs and recommend improvements to training content or delivery
Maintain organized training documentation, including materials, attendance records, and performance-related coaching notes