Call Center Trainer

The Call Center Trainer leads onsite new hire training classes of up to 30 employees, teaching systems, products, tools, and procedures for a government-focused contact center. This role delivers instructor-led and occasional virtual training, monitors attendance and performance, provides coaching through classroom and nesting, maintains training records and reports, and updates materials in collaboration with operations to prepare employees for successful transition to live customer support.

Responsibilities

• Deliver instructor-led training on systems, products, policies, and procedures to new hires
• Monitor trainee attendance, assessments, and performance against training objectives
• Provide coaching and feedback to prepare learners for production work
• Support new hires during nesting and transition to live call center operations
• Maintain accurate training records, attendance logs, and performance reports
• Develop and update classroom content, job aids, and training materials
• Analyze training outcomes and feedback to recommend improvements
• Collaborate with operations to align training with client and business needs

Required Skills

• Classroom training facilitation
• Curriculum development
• Call center operations knowledge
• Microsoft Excel
• Training evaluation and reporting
• Virtual training platforms
• Learning management systems (LMS)
• Performance coaching
• Documentation and recordkeeping
• Instructional design basics