CALL CENTER TRAINER JOB DESCRIPTION

A Call Center Trainer prepares contact center agents to perform at the standard clients and operations teams actually measure. Not every floor gap is a hiring problem. When new CSRs miss QA benchmarks in their first 30 days, when attrition spikes after nesting ends, or when a product update reaches agents weeks late, the training function is where the answer lives. The Call Center Trainer owns the instructional response to those gaps, designing curriculum, facilitating delivery, and closing the loop between classroom performance and floor outcomes within BPO environments where client contracts define the quality bar.

As the Call Center Trainer, you design and deliver training programs that enable CSR cohorts to meet client-defined performance standards from day one on the floor. You report to program or training leadership and work daily alongside operations managers, QA representatives, and business partners to align learning content with live program requirements.

• Career Impact: Trainers who manage full training cycles across client programs build a profile that distinguishes them in the BPO market, where curriculum ownership and KPI-driven results are evaluated credentials.
• Business Impact: When new hire cohorts clear QA benchmarks on schedule and attrition drops in the nesting window, the trainer's work is the direct cause - client satisfaction and contract retention follow.
• Growth Opportunity: Consistent performance in this seat builds toward Training Lead and Learning and Development Manager roles, with portfolio experience spanning curriculum design, cost management, and cross-client program delivery.

• Facilitate new hire and continuing education training sessions covering products, processes, and sales skills to CSR cohorts.
• Design and update course materials, training manuals, and LMS content to reflect current client standards and program changes.
• Conduct root-cause gap analysis by monitoring performance trending, listening to consumer calls, and identifying recurring skill deficits.
• Evaluate classroom and floor performance through audits, peer observations, and trainee assessments to measure readiness before floor release.
• Administer exams, surveys, and certifications and submit accurate training records and completion reports on schedule.
• Partner with operations managers and QA representatives to align curriculum with active program requirements and compliance standards.
• Coach new hire CSRs during the nesting period to reinforce classroom learning and accelerate time to full performance.
• Report training outcomes, attrition trends, and return on investment data to program leadership and client stakeholders.

• Bachelor's degree in education, communication, or a related field, or equivalent work experience.
• 2 or more years of training experience in a call center or BPO environment, with demonstrated ability to lead a full training cycle.
• Experience facilitating adult learning across diverse audiences including new hires, tenured staff, and cross-functional groups.
• Knowledge of curriculum design principles, instructional methods, and training evaluation frameworks.
• Ability to conduct performance gap analysis and translate findings into actionable training solutions.
• Strong written and verbal communication skills with comfort presenting to both small groups and large audiences.
• Proficiency in document processing, spreadsheet, and presentation applications used for training content and reporting.

• Experience in collections, sales program training, or federal agency contact center environments.
• Familiarity with learning management system administration including course setup, enrollment management, and completion tracking.
• Background in QA policy interpretation and the ability to train agents to deliver against client-specific quality standards.
• Experience managing training program costs and preparing return-on-investment reports for client or executive audiences.

New hire QA benchmark pass rate within the first 30 days post-nesting, measuring instructional readiness.

Nesting-window attrition rate, reflecting how well training prepares CSRs for floor conditions.

Training completion rate across assigned cohorts, tracking schedule adherence and program coverage.

Time to full performance for new CSR cohorts, measuring how quickly agents meet client productivity targets.

Exam and certification pass rate per training cycle, indicating knowledge transfer across curriculum.

Typical tools: Learning management systems (commonly cloud-based LMS platforms), productivity suites (commonly Microsoft Office including Word, Excel, PowerPoint, and Outlook)

• Base Salary Range: $45,000 to $62,000 annually depending on experience and program scope.
• Bonus: Performance-based, typically 5 to 10% of base tied to cohort outcomes and program metrics.
• Equity: Not typically offered at this level in BPO environments.
• Health Benefits: Medical, dental, and vision coverage standard.
• PTO: 10 to 15 days annually plus standard US holidays.
• Common Perks: Schedule flexibility across shifts, paid training and professional development, and LMS access for self-directed learning.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law. Candidates requiring reasonable accommodations during the application or interview process may request them at any time. Background screening is a standard condition of employment for all positions. All applicants must be authorized to work in the United States prior to their start date.

The Call Center Trainer owns delivery of contact center training for the FEMA project, supporting performance improvement by identifying gaps and providing solutions to the Training Lead. Working within a remote program environment, the trainer coordinates with program leadership to ensure consistent instruction across new hire, continuing education, and return-to-work audiences, directly enabling operational readiness and compliance with federal program standards.

Key Responsibilities

• Securing training resources and managing training scheduling.
• Determining resource readiness for course, including materials, training room, technology, and collection and entry of training data.
• Providing production floor support, answering questions, and taking consumer calls.
• Conducting peer-level observations and conducting training room audits.
• Providing feedback on various topics.
• Supporting new hire CSRs during nesting.
• Administering exams, surveys, and certifications.
• Conducting performance management and root-cause gap analysis.
• Completing and submitting reports accurately and in a timely.
• Identifying performance gaps.
• Providing training solutions and root cause to Training Leadership team.
• Listening to consumer calls to identify trends and coach for improvement.

Required Qualifications

• Bachelor's degree from an accredited college or university, or appropriate combination of education.
• 3 to five 5 years of customer service and training experience.
• At least 1 year of experience with delivery of classroom training within the last five (5) years required.
• High degree of flexibility and ability to effectively prioritize and complete multiple tasks.
• Ability to work independently as well as in a team environment.
• Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
• Excellent presentation and public speaking skills.
• PC proficiency especially focused on Outlook and Microsoft Word, Excel, and PowerPoint.
• Good public speaker and at ease moderating large groups.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Professional demeanor and attitude.
• Experience in federal agency health or social services highly preferred.

Embedded within the training and learning development function, the Call Center Trainer modifies or creates course materials and training manuals to meet specific client standards while overseeing programs spanning web-based seminars, printed manuals, and group sessions. Working closely with managers and executive leadership, the trainer implements KPIs, manages program costs, and delivers reporting that enables clients and the organization to measure return on investment across all training channels.

Core Functions

• Modifies or creates course materials and training manuals to meet specific training needs by client standards.
• Oversees training programs that include web-based seminars, printed manuals, group sessions, training videos, and more.
• Determines training needs and requirements for an organization or group by meeting with managers, talking with employees, or administering surveys.
• Continual review of existing training materials to determine appropriateness and relevance to client, products, promotions, etc.
• Presents in-person and online training sessions.
• Maintains and organizes LMS training courses for clients based on their standards and that of S2G.
• Schedules training sessions, organizes information technology and other equipment and manages course enrollment.
• Monitors training programs and manuals to ensure that they are effective and up-to-date and makes updates as necessary.
• Works with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments.
• Manages costs for all programs, productions, and publications in order to report to organization executives and clients regarding a return on investment.
• Specializes in a particular industry and keeps current on the activities and needs of that industry by attending regular meetings, conferences, and seminars.
• Maintains an understanding of new educational and training techniques and methods.
• Provides training staff and executive management with daily, weekly and monthly training reports.

Qualifications and Experience

• Collections knowledge is essential.
• Training or Learning and Development and/or Training experience.
• Ability to lead a full training cycle.
• Knowledge of various training and teaching methods.
• Ability to maintain and encourage an enthusiastic and positive attitude at all times.
• Strong time management skills and ability to multitask.
• Analytical mindset and aggressive about using data to make informed decisions.
• Ability to thrive in a fast-paced, quickly changing environment.
• Experience using basic database programs and various operating and reporting systems.
• Ability to use call center/customer response telephony system/s and phone equipment.
• Customer service skills - excellent written and verbal communication.
• Experience with Learning Management software.
• Experience with Email, Chat, and Web navigation for internal needs, client interaction, and end-user problem resolution.
• Experience with document processing, spreadsheet, and presentation software tools, such as Excel, Word, PowerPoint, etc.

Primary Duties

• Development and Delivery of Training. Typical tasks: provides technical expertise regarding training design, methods, and techniques to trainers, managers, and supervisors.
• Coordinates planning and program development of specialized training.
• Designs, implements, and delivers supervisory training as directed by the Call Center Manager.
• Conducts train-the-trainer courses for trainers, supervisors, and managers as needed.
• Training Evaluation. Typical tasks: develops training evaluation criteria and methods.
• Assists management in developing monitoring mechanisms, such as action plans to determine the effectiveness of training.
• Reviews out-service training to determine its relevancy to the organization.
• Evaluates training provided by outside contractors to ensure it met organization needs.
• Determines the effectiveness of training by reviewing electronic evaluations of trainee and discussions with management.
• Develops or assists in the development, writing, interpreting, and monitoring of training policies, procedures, and manuals.
• Coordinates and maintains systems, at times computerized, for training records, nominations, selections, evaluations, equipment, and training facilities.

Education and Experience

• Bachelor's Degree preferred, with 3-5 years of experience in a Training environment or equivalent combination of education and experience.
• Experience in product training (BPO).
• Experience coaching/mentoring and facilitation.
• Ability to present/facilitate a wide variety of training to diverse audiences.
• Possesses and applies a broad knowledge of training and development techniques, tools, and processes.
• Ability to communicate effectively, orally and in writing.
• Able to utilize personal computers and associated software, including Microsoft Office applications.
• Demonstrated ability to quickly adapt to and manage in a changing environment.
• Ability to work independently with minimal supervision in and out of the classroom.
• Strong time management and organizational skills are essential.
• Excellent interpersonal and organizational skills.
• Demonstrated ability to organize and manage multiple priorities.
• Excellent written and oral communication skills.

This Call Center Trainer will provide classroom instruction to new hire candidates and current employees in call center operational knowledge, to include, but not limited to dispatch and reservations functions in a transit specific software program. Sitting at the intersection of workforce development and transit operations, the Call Center Trainer delivers new hire and ongoing instruction while evaluating classroom and floor performance to reduce turnover and ensure staff readiness before floor release. Operating across training administration and performance feedback functions, the trainer collaborates with call center management to align curriculum with current operational trends and attrition data.

Duties

• Responsible for new hire and current employee continued training for Customer Service positions.
• Minimize turnover accomplished through initial and ongoing training aimed at improving skill level thus ensuring that all staff members are fully trained before being released onto the floor.
• Conduct evaluations of classroom and floor performance of all students and provide feedback to students to improve performance and meet metric and process requirements.
• Provide feedback to call center management team and other appropriate staff regarding training needs and overall class performance and expected attrition rate of class.
• Review attrition rate and determine how to improve training material to improve completion statistics.
• Provide monthly or annual ongoing/refresher training in topics relevant to the service and operational needs in a timely manner based on current trends within the employee base.
• Document all training activities and ensure accurate completion of all training related employee records.

Skills and Qualifications

• High School diploma or equivalent.
• Two (2) to five (5) years of transportation, call center, or related experience.
• Two (2) to five (5) years of training experience, call center and/or transportation preferred.
• Strong computer skills to include Word, Excel, PowerPoint, and Trapeze.
• Ability to effectively prioritize tasks and manage time effectively.
• Ability to provide instruction to peer operators in a manner that encourages communication and feedback.
• Excellent customer service skills.
• Ability to read, write and speak English.
• Ability to communicate effectively and work with all departments.
• Ability to work independently and objectively.

A key member of the operations and quality assurance team, the Call Center Trainer facilitates product, process, and sales skills training for new and existing employees to enhance individual, team, and company performance. Collaborating across business partner channels and working alongside the Operations Manager and Quality Assurance Representative, the trainer monitors program effectiveness, assesses learning requirements, and drives ongoing curriculum improvement to meet client and corporate objectives.

Functions

• Facilitate training on products, applications, processes and sales skills to new and existing employees.
• Assist in assessment of employee skills to identify training requirements.
• Identify, document and communicate all performance related outcomes.
• Provide ongoing needs assessment of training content and materials.
• Identify the learning requirements of specific programs.
• Work with team to monitor effectiveness of programs and progress of trainees.
• Communicate frequently and effectively with business partners to ensure that goals and objectives are being fulfilled.
• Provide feedback to business partners regarding challenge areas to improve productivity and procedures.
• Assist in providing a professional, creative, high-energy and thorough training experience for employees.

Experience and Qualifications

• Post-secondary education and/or formal training in a related area is an asset.
• Minimum 2 years experience as a Trainer in a call centre environment.
• Direct or indirect sales experience is an asset.
• Background in a contact center or customer care environment is an asset.
• Working knowledge of MS Office applications.
• Strong team development and communication skills.
• Effective presentation skills: keep interest, encourage interaction, demand participation.
• Effective coaching skills and a persuasive communicator.
• Strong verbal and written English communication skills are essential.
• Flexibility to work additional hours as dictated by business needs.

Consistent staff readiness across Medicaid Community Based Long-Term Care Programs depends on the Call Center Trainer, who designs and delivers training materials and schedules while assessing the impact of each course on workforce performance. Based within a program environment coordinated alongside managers and WFM staff, the trainer ensures subcontractor and program personnel maintain current knowledge of community resources, contractual procedures, and interpersonal skills that enable quality client service.

Accountabilities

• Design, develop and implement training materials.
• Develop training schedules (in coordination with other managers and WFM staff) based on the evaluation of the need for new staff and subcontractor personnel.
• Facilitate and deliver classroom-style training on an initial and ongoing basis.
• Ensure that program staff are provided with updated knowledge of the Medicaid Community Based Long-Term Care Programs, community resources, and options for clients.
• Conduct role-playing activities to develop interpersonal skills (e.g., teamwork and conflict management).
• Communicate operating policies and procedures that are in compliance with the contractual agreement.
• Assess the impact of each training course on staff performance and contributes to training material development and updates.

Background and Experience

• At least 2 years of Call Center Operations or Training experience.
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Skillful in navigating through current and new methods of technology to collaborate with colleagues and deliver training.
• Adept at speaking effectively in interpersonal situations and before groups of people.
• Advanced level proficiency in Microsoft Office (PowerPoint, Excel, Word, and Outlook).