Contact Center Trainer

Tailored Brands•Houston, TX

8d•Onsite

About The Position

We currently have an exciting opportunity for a Trainer on our Tailored Customer Solutions team. This role is responsible for training consultants who work remotely and to ensure they are equipped to deliver high-quality customer experience. In addition, this position also supports the use of AI-enabled tools for select tasks that improve efficiency, training support, and overall team effectiveness. The ideal candidate should have a training background in a retail or customer focused field. This is an office role and reports to the Manager of Employee Engagement.

Requirements

5+ years of training in a call center environment
Associate or bachelor’s degree in education, Corporate Training or related field
A dynamic speaker capable of captivating an audience
Excellent oral, written and interpersonal communication skills
Experience utilizing Learning Management System, Docebo
Ability to prioritize and organize work-related tasks and special projects in a fast-paced environment by handling multiple tasks simultaneously
Proficient in Microsoft Office products including PowerPoint, Excel, Outlook, and Word

Nice To Haves

Tailored Brands store experience a plus
Experience training or supporting remote employees in a virtual environment preferred

Responsibilities

Create and facilitate new hire and ongoing developmental or department training for remote employees, utilizing current and new presentations and tools.
Develop and maintain quality working relationships by collaborating with consultants, trainers, and Contact Center employees
Conduct side-by-side coaching and call reviews to reinforce service standards, call handling, and policy compliance.
Monitor training effectiveness by tracking learner progress, quiz scores, nesting performance, and post-training readiness.
Partner with cross functional business partners to support onboarding, refresher training, and targeted upskilling initiatives.
Manage and maintain department files and training resources to keep information organized and updated as needed.
Update training materials and job aids to reflect process changes, system updates, and business priorities.
Maintain training records and attendance documentation within the LMS and other departmental systems.
Additional duties as assigned