Call Center Trainer

1. Position Summary

The Call Center Trainer is responsible for designing and delivering training programs that equip call center agents with the knowledge and skills required to support customers. This role ensures agents understand products, regulatory requirements, billing processes, outage protocols, and customer service standards. The Trainer plays a key role in improving service quality, operational efficiency, and customer satisfaction.

2. Essential Duties & Responsibilities

• Lead new hire training covering products, rate plans, billing structures, compliance requirements, customer service protocols, and system navigation.
• Develop and maintain training materials including job aids, presentations, simulations, and e-learning modules specific to the respective industry.
• Deliver ongoing training for tenured agents on new regulations, system updates, product launches, outage management procedures, and performance improvement.
• Conduct call monitoring and coaching to identify skill gaps, reinforce best practices, and ensure adherence to regulatory and quality standards.
• Collaborate with Operations, Compliance, Quality Assurance, and Human Resources teams to ensure training content reflects current industry regulations, internal policies, attendance expectations, behavioral standards, and customer experience goals.
• Communicate and partner with Human Resources regarding observed attendance trends, professionalism concerns, behavioral patterns, and employee development opportunities in alignment with company policies and expectations.
• Track training effectiveness through assessments, performance metrics, and post-training evaluations.
• Assist with process improvements by identifying trends, recommending solutions, and supporting implementation across the call center.
• Maintain accurate training records in accordance with company and regulatory requirements.
• Other Duties as required.

3. Required Qualifications

• Prior experience in call center training, coaching, or quality assurance: Minimum of 1 year
• Excellent communication, facilitation, and presentation skills.
• Ability to translate complex technical information into clear, accessible training content.
• Ability to develop training materials.
• Ability to develop and deliver interactive training methodologies.
• Proficiency with CRM systems, call center platforms, and Microsoft Office Suite.
• Strong organizational skills and attention to detail.
• Ability to manage and control training classes.
• Bilingual abilities preferred.

4. Physical Requirements

• Ability to sit for extended periods while using a computer and headset.
• Ability to walk moderate distance throughout the production floor as needed to support training and operational activities.
• Ability to type and navigate systems efficiently.
• Reasonable accommodations may be made for individuals with disabilities.

5. Availability & Work Environment

• Open availability required, including weekends as needed based on client and business needs.
• On-site work is required; remote work availability will be determined based on client requirements.
• Fast‑paced call center environment.
• Noise levels may vary depending on call volume.

6. Disclaimer

This job description is not intended to cover every activity, duty, or responsibility required of the employee. Duties and responsibilities may change at any time with or without notice.

EEO Compliance Statement

ContactPoint 360 is an Equal Employment Opportunity employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under federal, state, or local law.

The Company is committed to providing a workplace that is inclusive, respectful, and free from discrimination and harassment. All employment decisions—including recruitment, hiring, training, promotion, compensation, benefits, and termination—are made based on qualifications, merit, and business needs.

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.