Call Center Training Supervisor

Urban Outfitters•Augusta, GA

11d•Onsite

About The Position

The Contact Center Training Supervisor leads end-to-end learning strategy, curriculum development, and continuous performance coaching for contact center employees. The position combines instructional design, quality assurance alignment, and operational analytics to accelerate agent proficiency, improve performance metrics, and support a high-performing service organization. The supervisor leads new-hire onboarding and oversees the agent lifecycle through classroom training, nesting, and floor production. The role monitors training performance, supports live queue transitions and provides real-time guidance during new-hire and nesting phone time. It also provides feedback to trainers and translates technical guidelines into accessible SOPs, digital learning modules, and knowledge base resources. The position partners with Quality Assurance to align training curricula with evaluation rubrics and scoring metrics, and administers retraining, workshops, and individual coaching to address performance deficiencies. The schedule may need to adjust across contact center operating hours to support varied training shifts.

Requirements

Exceptional written, verbal, and presentation skills.
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.
Experience with modern e-learning tools such as Articulate 360.
Salesforce skills.

Responsibilities

Lead comprehensive new-hire onboarding using adult learning principles and interactive facilitation.
Use AI tools to develop roleplay scenarios and voice simulations for hands-on practice.
Oversee the agent lifecycle across classroom training, nesting, and floor production.
Monitor training 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 feedback to trainers on strengths and opportunities for improvement.
Translate technical guidelines into 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.