Customer Experience Trainer

About the role

The Customer Experience (CXE) Trainer is responsible for the onboarding, skill development, and ongoing professional growth of Customer Experience representatives. This role directly impacts our ability to meet service level and deliver the exceptional client interactions that drive our Customer Satisfaction (CSAT) scores.

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

Knowledge and Essential Skills

• Virtual Training & Facilitation: Demonstrated ability to deliver engaging, high-energy training in a virtual environment — this is not a role for someone who reads slides
• Technical Proficiency: Proficient in a knowledge management platform; able to create and maintain structured, navigable training content
• Call Center & CX Knowledge: Understanding of inbound call center operations, SLA metrics, and how front-line agent behavior drives CSAT outcomes
• Interpersonal & Professional Skills: 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

Education and/or Work Experience

• 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
• Experience with BPO or offshore team training is a strong advantage