Customer Service/ Call Center Instructor

Job Title

At The Centers, meaningful work is grounded in a culture where people feel valued. As a 2026 USA TODAY Top Workplaces winner, the organization is nationally recognized, based entirely on employee feedback, for trust, purpose, and care. This position plays an important role in advancing our mission and supporting the communities we serve.

Job Summary

Responsible for leading workshops, career tracks, and certifications tracks to enrolled job seekers within the El Barrio program. Additionally, provides staff orientation and continued professional development. Performs various administrative duties aligned with the role. Responsible for staying abreast of industry changes and effectively incorporate into the delivery of the curriculum. Influences team processes through collaboration towards process improvement.

Job Qualifications

• High School Diploma or equivalent.
• Bachelor's degree in Education, Adult Learning & Development, or related field preferred.
• Two years of experience in workforce development and two years relevant exposure to or experience with instruction and delivery of adult learners preferred.
• Experience working with electronic platforms (i.e., Microsoft software, internet, databases, and virtual learning platforms).
• Requires travel to other facilities and meetings.
• Must possess a valid driver's license for the State of Ohio with less than two points on his/her driving record.
• Must be able to safely and competently operate vehicle.
• Flexible schedule to work outside of normal business hours for program and job seeker needs and to attend trainings and meetings.
• Bilingual in oral and written English, Spanish and Arabic preferred.

Job Duties & Responsibilities

• Support, implement and assess various instructional programs and program effects on participant's achievement.
• Effectively instructs training virtually and in person to all registered job seekers, supports the creation of lesson plans and supplemental material.
• Encourage professional growth and facilitate organized, individual and/or group learning opportunities for team members. With guidance from manager, participates in goal and plan setting and evaluation for team members continued development. Awareness of self-development needs and continued professional development.
• Coordinate Career Coach's and external partners (in collaboration with the Job Developer) schedules with leading and assisting in workshop delivery.
• Develop a monthly schedule to ensure the Coach is aware of the time and schedule in advance.
• Responsible for instructing and supporting Coaches with materials for all workshops, in advance.
• Ensures adequate or alternative coverage for all scheduled sessions.
• Perform variety of tasks in multiple applications to ensure proper scheduling, enrollments, and building Instructor led Trainings for delivery of assigned training program.
• Communicate effectively with all program participants around program requirements, participation, and engagement.
• Ensures accurate attendance and progress notes are reported and updated after each session completed in appropriate database. Works with the CRM Administrator with any performance and program outcomes of job seekers.
• Organize, update, and track team member professional database to ensure accurate information for reporting and continued development of team members.
• Participates in interactive process with Manager utilizing collected and aggregated data providing feedback that will help curate and update content, delivery practices, and alignment with program outcomes.
• Collaborates with manager to formulate a process for evaluating progress, development of staff and job seekers, and effectiveness of content. In addition, utilizing feedback to identify and prioritize program ideas and needs.
• Actively working towards accomplishing and meeting program goals as outlined within contracts, while keeping the job seeker at the front of mind. Outcomes may include but not limited to, training completion and certification obtainment, and engagement levels.
• Stays abreast of all industry trainings to remain a subject expert by Identify curricular resources and engaging training materials, facilitator guides and related supporting tools that could aid in the update or creation of new instructional materials.

Other Job Duties & Responsibilities

• Transport clients using agency vehicles to off-site work experiences.
• Attends required meetings or builds agendas and leads targeted meetings as needed.
• Assist with special projects.
• Performs other duties as assigned.

Track Specific Qualifications

• Call Center and Customer Service
• Minimum 1 year experience working in a call center.
• Minimum six (6) months to 1 year experience in customer facing in person interactions required.

About The Centers

The Centers provide health, family, and workforce services at 11 locations throughout Greater Cleveland, creating life-changing solutions for people to lead healthier and more successful lives. We strive to be a service-oriented workplace that pioneers and co-creates solutions while fostering belonging in a community where our team members thrive.

Wellbeing and Benefits

Providing quality benefits to our staff is important to us. Just as important is our staff's well-being. That's why we offer a number of choices to meet the different needs of our staff.

• Choice of medical and dental plans
• Health Savings Account
• Flexible Spending Account for Health and Dependent Care
• Vision
• Support for continuing education and credential renewal
• Life Insurance
• Retirement Savings (401k) with a company contribution
• Mental Health Support
• Employee Assistance Program
• Calm Subscription
• Short and Longterm Disability

The Centers is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.