Contact Center Trainer

AES US•Dayton, OH

12d

About The Position

The C ontact Center Trainer is responsible for designing, delivering, and continuously improving training programs that equip c ontact center agents with the skills, knowledge, and confidence to deliver exceptional customer experiences. This role partners closely with Customer Operations , Quality and Workforce Management to ensure training aligns with business objectives , regulatory requirements, and performance standards . The ideal candidate brings strong content development, facilitation skills, communication skills , and a passion for coaching and continuous improvement in a fast‑paced c ontact center environment. This role may be to perform other duties as assigned to support evolving business needs.

Requirements

High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
2–5 years of experience in a call center or customer service environment.
Previous experience delivering training, facilitation, or coaching in a contact center setting.
Strong communication , presentation, and interpersonal skills.
Ability to influence and engage learners at all levels.

Nice To Haves

Experience training in a regulated environment (utilities, financial services, healthcare, etc.).
Experience supporting large‑scale onboarding classes or BPO training environments.
Familiarity with quality programs, call monitoring, and performance metrics.
Experience with LMS platforms and virtual training tools.

Responsibilities

Training Design & Delivery Design, develop, and facilitate engaging onboarding and ongoing training programs for new hires and existing call center agents.
Deliver instructor‑led, virtual, and blended learning sessions focused on customer service skills, systems, processes, compliance, and performance expectations.
Customize training content to support changes in policies, procedures, systems, or business initiatives.
Content Development & Maintenance Create and maintain training materials including facilitator guides, participant workbooks, job aids , e‑ learning modules, and knowledge base documentation.
Ensure training content remains accurate , compliant, and aligned with regulatory and company requirements.
Incorporate adult learning principles and best practices to improve retention and application of skills.
Stakeholder Collaboration Collaborate with Operations, Quality, Workforce Management, and Leadership to align training with operational goals and performance metrics , identify performance gaps and recommend targeted training or refresher sessions.
Participate in cross‑functional initiatives to support new programs , system implementations, or process changes.
Provide feedback and insights on training effectiveness and agent readiness.
Measurement & Continuous Improvement Track and evaluate training effectiveness using performance data, quality results, and learner feedback.
Identify trends and opportunities for continuous improvement in training delivery and curriculum.
Recommend enhancements to improve speed‑to‑ proficiency and overall agent performance.
Communications Draft and deliver clear, timely , and effective communications to the contact center and billing & revenue teams as needed.
Ensure messaging supports training initiatives, system changes, and operational updates.
Collaborate with stakeholders to align communications with business goals and employee needs.