Call Center Training Lead
On-siteWest Palm Beach, Florida, United States
West Palm Beach, Florida, United StatesOn-siteFull TimeSenior LevelMedium
Full TimeSenior LevelMedium
Job Summary
Facilitate engaging virtual new hire training programs and deliver ongoing workshops for Call Center and Customer Experience teams. Lead sessions covering new systems, products, services, policies, and operational changes while serving as the primary Subject Matter Expert for training content. Partner with leadership to validate materials, track learner progress, and implement targeted solutions for identified skill gaps. Provide coaching, reinforce knowledge retention, and champion company culture standards across all training initiatives.
Required Qualifications
- 2+ years of training, facilitation, coaching, or employee development experience
- Experience facilitating instructor-led training in virtual environments
- Strong presentation, communication, and facilitation skills
- Ability to translate operational knowledge into effective learning experiences
- Strong organizational, planning, and project coordination skills
- Ability to build relationships and collaborate effectively with leaders and employees at all levels
- Proficiency with Microsoft Office applications, including Teams, PowerPoint, Word, and Excel
Desired Qualifications
- 2+ years of call center, customer service, or customer support experience
- Experience supporting onboarding and new hire training programs
- Knowledge of call center operations, customer experience principles, and customer service best practices
- Experience with Learning Management Systems (LMS) and digital learning platforms
- Experience participating in process, system, or product implementation initiatives
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.