Customer Service & Performance Trainer

Fairway Lawns, LLC•Little Rock, AR

5d•Onsite

About The Position

The Customer Experience Performance Enablement Manager is responsible for building the capabilities that drive exceptional customer interactions and operational performance within the contact center. This role goes beyond traditional training delivery by identifying performance gaps, designing scalable learning solutions, and partnering with Operations leadership to improve agent effectiveness, engagement, and customer outcomes. The role serves as a strategic link between Learning & Development, Quality Assurance, and Operations, translating business priorities and performance data into targeted capability-building initiatives that improve customer satisfaction, productivity, and employee retention.

Requirements

Strong facilitation and instructional design capability
Data-driven problem solving and performance analysis skills
Ability to influence without authority
Operational understanding of contact center environments
Passion for developing people and improving customer experiences

Responsibilities

Partner with Contact Center leadership to identify performance opportunities aligned with operational and customer experience goals
Translate business metrics into targeted learning and performance solutions
Develop scalable enablement programs that improve agent effectiveness across the employee lifecycle
Drive a continuous learning culture within the contact center
Design and lead structured onboarding programs that accelerate speed-to-proficiency
Ensure new hires build both technical knowledge and customer interaction competencies
Implement readiness assessments to confirm production preparedness
Collaborate with supervisors to support successful transition into operational teams
Analyze QA results, operational KPIs, and Team member feedback to diagnose skill gaps
Deliver targeted coaching programs, workshops, and reinforcement training
Partner with leaders to embed coaching frameworks and best practices
Support frontline leaders in developing their coaching effectiveness
Create modern, engaging learning experiences including: simulations and role-based scenarios digital learning assets performance support tools and job aids
Continuously update curriculum based on system, product, or policy changes
Ensure compliance training meets regulatory and organizational standards
Track and report training effectiveness using operational and customer metrics including: Quality scores Average Handle Time (AHT) First Contact Resolution Employee retention and ramp time
Measure enablement ROI and recommend continuous improvements
Provide leadership with insights linking capability development to business outcomes
Collaborate with Operations, QA, Workforce Management, and HR teams to align performance initiatives
Support change management efforts related to new systems, processes, or customer programs
Act as a trusted advisor to leaders on agent performance and development strategies