Call Center Trainer (Trainer I)

About the role

The Call Center Trainer is responsible for developing, delivering, and maintaining training programs that support the call center’s customer service philosophy and business objectives. The role works closely with department leaders and the Quality Assurance team to ensure consistent, high‑quality customer experiences.

Key responsibilities

• Partner with department leaders to identify training needs for new hires and existing staff.
• Conduct regular new‑hire classes and recurrent training sessions, preparing all materials and facilities.
• Adapt teaching methods to various learning styles using role‑plays, simulations, group discussions, videos, and lectures.
• Collaborate with Quality Assurance to assess training gaps and improve curriculum.
• Create and maintain training materials covering product knowledge, processes, systems, and call‑handling skills.

Required profile

• At least 1 year of training experience in a call‑center environment.
• High school diploma, GED, or equivalent qualification.
• Ability to lift up to 10 lb occasionally and maintain visual acuity for data analysis.
• Consistent attendance and ability to sit, speak, and type for extended periods.

Required skills

• Strong knowledge of call‑center policies, procedures, and customer service standards.
• Ability to develop and deliver training using various instructional techniques.