Contact Center Training Supervisor

Contact Center Training Supervisor

The Contact Center Training Supervisor is responsible for leading the training, coaching, and development of Contact Center employees to ensure consistent performance, exceptional customer experience, and achievement of business objectives. This role oversees new hire onboarding, ongoing education, quality assurance coaching, and the development of training programs, scripts, and standard operating procedures. Working closely with Contact Center leadership, the Training Supervisor identifies performance gaps, implements continuous improvement initiatives, and ensures agents are equipped with the knowledge, skills, and tools necessary to maximize appointment setting, customer engagement, and overall operational success.

Responsibilities:

• Lead new hire onboarding, classroom training, system training, and certification to ensure quality of service provided aligns with Long Home values.
• Assist in coaching, developing and motivating agents to provide "world class" customer service and meet all KPIs.
• Facilitate role-playing, objection handling, and sales skill development sessions.
• Train teams on new products, processes, systems, Salesforce updates, and AI initiatives.
• Work with Pulse Center management to oversee the day-to-day operations of the Pulse Center.
• Ensure team compliance of use of appropriate contact tracking technologies.
• Conduct call reviews, side-by-side coaching, and quality assurance coaching sessions.
• Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
• Report on agent performance, training opportunities and areas of improvement to management and provide resolutions.
• Assist managers in providing verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
• Maintain an environment that embodies the company's Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Successfully train and support rollouts of new products, processes, technology, and AI initiatives.
• Perform other related duties as assigned.

Qualifications:

• Effective communication, both written and verbal.
• Ability to manage and lead a team of performance-driven employees.
• Strong coaching, mentoring, and employee development skills.
• Ability to design, deliver, and facilitate engaging training programs.
• Experience developing training materials, SOPs, scripts, and knowledge base documentation.
• Strong analytical skills with the ability to identify performance trends and training opportunities.
• Ability to evaluate Quality Assurance (QA) results and implement coaching plans.
• Ability to generate and analyze reports to support decision making and problem solving.
• Proficiency with Salesforce, Microsoft Office Suite, call center platforms, and learning technologies.
• Ability to multitask, remain calm under pressure, manage stress and ensure team performance, especially during high-pressure periods, peak seasons and demanding customer situations.
• Ability to work in a fast-paced professional environment.
• Ability to instill and demonstrate company values, mission, and vision to others.
• Experience leveraging AI-powered coaching, Quality Assurance (QA), and conversation intelligence platforms to improve agent performance.
• Ability to adapt training programs as AI tools, business processes, and technologies evolve.
• Experienced in presenting to groups.

Skills:

The Contact Center Training Supervisor utilizes strong communication and interpersonal skills daily to effectively deliver training content and engage diverse learners. Analytical skills are essential for assessing training effectiveness through performance data and feedback, enabling continuous improvement of programs. Leadership and coaching abilities are applied to mentor agents and foster a supportive learning environment that encourages professional growth. Technical proficiency with learning management systems and virtual training tools facilitates the creation and delivery of accessible, scalable training solutions. Additionally, collaboration skills are critical for working with cross-functional teams to align training initiatives with broader organizational goals and customer service standards.