Contact Center Trainer
About The Position
We are seeking a reliable and engaging Contact Center Trainer to deliver onboarding and performance-readiness training for new hires. This role is responsible for facilitating instructor-led learning, reinforcing operational expectations, and preparing employees to successfully transition into production. The Trainer partners closely with Operations and Quality teams to ensure trainees understand procedures, meet performance standards, and provide a professional client experience. This position focuses on instruction, coaching, and learner support rather than staff supervision.
Requirements
- High School Diploma or equivalent required; Associate or Bachelor’s degree preferred
- 1+ years of training, coaching, or contact center experience required
- Experience presenting information to groups
- Strong verbal and written communication skills
- Ability to facilitate classroom training for extended periods
- Coaching and feedback skills
- Strong organizational skills and attention to detail
- Reliable attendance and professional accountability
- Ability to learn and explain technical processes
Nice To Haves
- Proficiency with Microsoft Office (PowerPoint, Excel, Word)
- Familiarity with Banking, Healthcare, or Insurance environments
- Experience supporting new hire onboarding
- Experience tracking trainee performance metrics
- General computer proficiency and troubleshooting ability
Responsibilities
- Facilitate instructor-led training for new hire onboarding, up-training, and refresher courses
- Deliver client-approved curriculum in an engaging, structured learning environment
- Reinforce policies, procedures, call handling expectations, and compliance requirements
- Demonstrate systems navigation and customer interaction techniques
- Answer trainee questions and provide clarification of processes and expectations
- Maintain classroom engagement and professionalism
- Observe trainee performance during practice and nesting activities
- Provide individual coaching and constructive feedback
- Identify learning gaps and reinforce key behaviors
- Support trainees in meeting quality, attendance, and productivity expectations
- Partner with Quality and Operations teams to support readiness for production
- Document trainee progress and readiness milestones
- Assist in updating training materials and job aids
- Communicate trainee performance trends and knowledge gaps to leadership
- Participate in calibration and readiness discussions
- Support remediation and reinforcement sessions when needed
- Maintain accurate attendance, progress tracking, and training records
- Track trainee attendance and participation
- Complete required reporting and documentation
- Maintain organized classroom and training resources
- Follow compliance and audit documentation requirements
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
