Call Center Training Supervisor

URBN•Augusta-Richmond County, GA

12d•Onsite

About The Position

The Contact Center Training Supervisor leads the end-to-end learning strategy, curriculum development, and ongoing performance coaching for contact center employees. The position combines instructional design, quality assurance alignment, and operational analytics to improve agent time-to-proficiency, key performance metrics, and service quality. It is located at 220 Bobby Jones Expressway, Augusta, Georgia, 30907, United States. The supervisor leads new-hire onboarding, oversees agents through classroom training, nesting, and production, and supports live queue transitions and floor guidance during new-hire and nesting phone time. The role also develops accessible SOPs, interactive digital modules, and knowledge-base resources; partners with Quality Assurance to align curricula with evaluation rubrics; and delivers targeted retraining, workshops, and individual coaching. The supervisor provides feedback to trainers and performs other duties as assigned by the manager. The role requires schedule flexibility across contact center operating hours to support varied training shifts. The starting pay is USD $21.50 per hour. URBN describes its benefits as including medical, dental, and vision coverage, PTO, employee discounts, retirement savings, and more; eligibility and availability may depend on location and employment status.

Requirements

Exceptional written, verbal, and presentation skills, with demonstrated success facilitating adult learning environments.
Ability to coach, inspire, and mentor diverse teams while collaborating across leadership tiers.
Strong data analytics skills to evaluate learning impact, diagnose root causes, and track operational metrics.
Willingness and ability to adjust schedule across all contact center operational hours to support varied training shifts.

Nice To Haves

Four-year degree or equivalent experience with progressive leadership in contact center operations, instructional design, or training management.
Advanced MS Excel skills for analytics, trend mapping, and performance dashboards.
Experience with Google Workspace, modern e-learning tools such as Articulate 360, and Salesforce.

Responsibilities

Lead comprehensive new-hire onboarding using adult learning principles and interactive facilitation, including AI tools to develop roleplay scenarios and voice simulations.
Oversee the agent lifecycle across classroom training, nesting, and floor production.
Monitor training performance metrics, including efficiency, retention rates, assessment pass rates, and post-training QA scores.
Manage live queue transitions, floor support, and real-time guidance during new-hire and nesting phone time.
Provide trainers with feedback on strengths and opportunities for improvement.
Translate technical guidelines into accessible SOPs, interactive digital modules, and real-time knowledge-base resources.
Partner with Quality Assurance to align training curricula with evaluation rubrics and scoring metrics.
Administer targeted retraining programs, group workshops, and one-on-one coaching to address performance deficiencies.
Perform other duties as assigned by the manager.