Customer Contact Center Trainer II

Key Responsibilities

• Facilitate CSR continuous education, contact center change management and support related enterprise ongoing training sessions (classroom, virtual, and on-the-job).
• Deliver training on customer service skills, systems, products, policies, and processes.
• Use engaging training techniques to enhance learning retention and participation.
• Monitor trainee performance and provide coaching and feedback.
• Identify skill gaps and recommend targeted training interventions.
• Support quality improvement initiatives and reinforce best practices.
• Assess training effectiveness through evaluations, assessments, and performance metrics.
• Track and report on training completion, effectiveness, and ROI indicators.
• Continuously improve training programs based on feedback and results.
• Work closely with operations managers, quality teams, and leadership to align training with business goals.
• Participate in calibration sessions to ensure consistency in service delivery.

Required Skills & Competencies

• Strong communication and presentation skills
• Ability to simplify complex information for diverse audiences
• Coaching and mentoring capabilities
• Knowledge of customer service best practices
• Adaptability in a fast-paced environment
• Strong organizational and time management skills
• Analytical thinking and problem-solving ability

Qualifications

• Bachelor’s degree (or equivalent experience) preferred
• 5+ years training, coaching, or facilitation experience required
• 2–4+ years of experience in a contact center environment strongly preferred
• Familiarity with learning management systems (LMS) is an advantage

Stakeholder Collaboration

• Work closely with operations managers, quality teams, and leadership to align training with business goals.
• Participate in calibration sessions to ensure consistency in service delivery.

Hybrid Work Position

Follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely.

Storm Roles

Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Examples of storm roles could include but aren’t limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Pay

N/A

Schedule

Hybrid Work Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely.