Customer Experience Trainer

Century Support Services• US,

1d•$40,000 - $55,000•Remote

About The Position

The Customer Experience (CXE) Trainer is responsible for the onboarding, skill development, and ongoing professional growth of Customer Experience representatives — the front-line agents who handle all inbound client calls. This role directly impacts our ability to meet service level and deliver the exceptional client interactions that drive our Customer Satisfaction (CSAT) scores. Training is delivered 100% remotely via resources such as Microsoft Teams and Confluence. Classes typically alternate monthly between onshore new hires and BPO. The ideal candidate brings energy, virtual presence, and the ability to build genuine connection across both audiences — treating every learner as a full member of the Century team. This is a high-visibility role. The trainer’s fingerprints are on every representative who enters CXE production, and their effectiveness is measured in the performance, confidence, and retention of each graduating class.

Requirements

Demonstrated ability to deliver engaging, high-energy training in a virtual environment — this is not a role for someone who reads slides
Comfortable with a virtual training platform: screen sharing, breakout rooms, video-on culture, and keeping remote learners actively engaged
Proficient in a knowledge management platform; able to create and maintain structured, navigable training content
Comfortable learning and training others on telephony platforms
Experience creating knowledge checks, quizzes, or assessments using digital tools
Proficient in Microsoft Office Suite
Understanding of inbound call center operations, SLA metrics, and how front-line agent behavior drives CSAT outcomes
Ability to translate complex policies and workflows into practical, agent-ready training
Familiarity with QA processes and how call quality connects to training design
High energy and genuine enthusiasm for developing people — this comes through on screen
Strong verbal and written communication skills; able to connect with a diverse workforce
Organized and self-directed: able to manage class schedules, content updates, and trainee tracking with minimal oversight
Analytical mindset: uses data from assessments, surveys, and production performance to improve training outcomes
Collaborative and low-ego: works well with supervisors, QA, and CXE leadership to align training with business needs
Commitment to Century’s Core Values and culture of treating every team member with equal respect and investment
3+ years of experience in a training, learning & development, or instructional design role, preferably in a call center or fast-paced & high-volume customer service environment
Experience delivering training in a fully remote or virtual setting is required
Any equivalent combination of education, experience, and demonstrated skills that provides the required knowledge and abilities will be considered

Nice To Haves

Experience training or working with international or offshore teams is a strong plus; cultural awareness and clear communication are essential
Experience with BPO or offshore team training is a strong advantage

Responsibilities

Deliver all new hire Customer Experience training 100% remotely via resources such as Microsoft Teams, including screen sharing, breakout rooms, and live demonstrations of Century’s telephony solution and other internal tools
Facilitate alternating monthly cohorts: onshore new hires one month, BPO the next — adapting communication style, examples, and pacing as appropriate for each audience
Build rapport with BPO representatives and treat them with the same investment and care as onshore team members
Use a variety of adult learning techniques to keep virtual classes engaging — polls, role plays, call simulations, and collaborative activities
Conduct structured nesting support as agents transition into live production
Own and maintain training content in Century approved systems, ensuring materials are always accurate, up to date, and easy to navigate
Create and update knowledge checks, assessments, and scenario-based exercises using available tools and resources
Collaborate with CXE leadership and subject matter experts to ensure training reflects current policies, procedures, and client expectations
Build supplemental resources such as quick-reference guides, call flow aids, and FAQ documents that agents can use in production
Track trainee progress throughout the class lifecycle: knowledge check scores, participation, role play performance, and nesting observations
Identify agents who may need additional support before or after graduation and flag concerns proactively to leadership
Analyze patterns across cohorts (both onshore and BPO) to identify gaps in the curriculum and recommend improvements
Gather feedback from trainees, supervisors, and QA to continuously refine the training experience
Stay current on Century’s resources & tools so training reflects real workflows
Partner with CXE leadership, supervisors, and QA to align training content with SLA expectations and CSAT goals
Communicate regularly with the BPO management team to coordinate scheduling, share trainee updates, and ensure continuity
Support remedial or refresher training for tenured agents as business needs arise
Contribute to broader CXE initiatives and provide training support for system updates, process changes, or new product rollouts

Benefits

Competitive compensation package
Career development & growth opportunities through performance and career pathing
100% Premiums paid on Basic Life insurance, AD&D, Short-Term Disability, and Long-Term Disability
Affordable Medical, Dental, and Vision coverage that begins on the first day of employment with generous contribution
Optional Supplemental Insurance for Life Insurance, Critical Illness, and Accident
Employee Recognition Programs – Standing Ovation, Voice of Support, and Time in Service Bonus
401K plan with 100% matching up to 4% and immediately vested
No cost Employee Assistance Program and Travel Assistance
Generous PTO package that starts on day 1 and increases after 1st year
Commitment to employee communication through employee suggestions and engagement surveys
Experienced leadership team with decades of industry experience
Great team members who want you to succeed!