Job Description
LOCATION:ON-SITE IN WI
POSITION CONTINGENT UPON AWARD OF CONTRACT
Position Summary
The Call Center Trainer delivers training Programs for new hire and existing employees in a customer service call center environment. This role prepares employees to provide excellent service, navigate systems, follow policies, and meet performance standards. The trainer supports onboarding, nesting, refresher training, and coaching to improve employee readiness and operational success.
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Key Responsibilities
Training Delivery
· Conduct instructor-led, virtual, and hands-on training for new hires and current employees.
· Facilitate onboarding covering customer service, call handling, systems, policies, and procedures.
· Deliver refresher training, upskilling sessions, and process update training.
· Support nesting and transition employees into production environments.
· Foster an engaging, professional, and positive learning environment.
Coaching & Support
· Monitor trainee progress and provide coaching and feedback.
· Observe calls and workflows to identify development opportunities.
· Partner with supervisors and quality teams to address performance gaps.
Training Support & Administration
· Assist with updates to training materials, job aids, and reference guides.
· Administer quizzes, knowledge checks, and readiness assessments.
· Track attendance, completion rates, and trainee progress.
· Provide written feedback and readiness updates to leadership.
· Perform other duties as assigned.
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Qualifications
Required Experience
· 2+ years in a call center, customer service, operations, or related environment.
· 1+ year in training, coaching, mentoring, team leadership, or facilitation.
· Experience in a fast-paced, customer-focused environment preferred.
Skills & Competencies
· Strong presentation and facilitation skills.
· Ability to explain processes clearly to different learning styles.
· Strong organizational, time management, and problem-solving skills.
· Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel, Outlook, Teams).
· Positive attitude, professionalism, and adaptability.
Education
· High school diploma or equivalent required.
· Associate’s or Bachelor's degree preferred.
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Preferred Qualifications
· Onboarding or coaching experience.
· Metric-driven call center experience.
· Bilingual skills are a plus.
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Work Environment / Additional Requirements
· Flexible schedules, including evenings/weekends as needed.
· Up to 50% of travel
· Ability to lead training sessions for extended periods.
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