Call Center Training Manager

Job Description

Job Description

We are seeking a dynamic and experienced Training Manager to lead our call center training programs, focusing on new hire onboarding and ongoing development for sales and customer service teams. This role is responsible for designing, implementing, and refining training programs to enhance employee performance, drive sales effectiveness, and improve customer satisfaction.

Key Responsibilities: Training Program Development & Execution

• Design and implement engaging training programs for new hire onboarding, sales techniques, customer service excellence, and ongoing skill development.
• Develop training materials, including presentations, manuals, and e-learning content.
• Facilitate interactive training sessions, workshops, and coaching programs for call center agents.
• Ensure training programs align with company goals, policies, and compliance requirements.

Performance Monitoring & Improvement

• Assess trainee performance through evaluations, role-playing, and feedback sessions.
• Partner with leadership to identify training needs based on performance trends and business objectives.
• Continuously improve training methodologies to enhance effectiveness and retention.
• Monitor key performance indicators (KPIs) and adjust training strategies accordingly.

Collaboration & Leadership

• Work closely with operations, quality assurance, and HR teams to align training with business objectives.
• Provide coaching and mentorship to trainers and team leads to ensure consistent delivery of training programs.
• Stay up to date with industry trends and best practices in call center training.

Qualifications & Skills:

• 3+ years of experience in call center training, preferably in a sales and customer service environment.
• Proven expertise in designing and delivering training programs for new hires and existing employees.
• Strong communication and presentation skills with the ability to engage diverse audiences.
• Knowledge of sales techniques and customer service best practices.
• Experience with learning management systems (LMS) and e-learning development tools.
• Ability to analyze performance data and implement improvements.
• Strong leadership and coaching abilities.

Why Join Us?

• Competitive salary.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to make a significant impact on employee success and customer satisfaction.

If you are passionate about training and developing high-performing teams, we encourage you to apply!

Apply today and help us build a top-tier sales and customer service team!

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Company Description

ARW Home is here to help you feel at peace in your home. We're a family-owned, USA-based business, and we know how important it is to keep your loved ones safe, happy, and comfortable.

Our goal is to empower every homeowner with the coverage they need to feel confident, rain or shine. We understand that your home can be many things. A safe place. An investment. A reflection of you. And we know that when the appliances, systems, and other technology you depend on stop working, it can be a huge headache. That's where we come in.

Only ARW Home offers you comprehensive protection, professional accountability, and responsive service-all with a truly personal touch. Whether you've lived in your home for years or just bought it, our extensive lineup of products includes warranty plans for appliances and home systems, electronics protection plans, as well as water and sewer line plans. We'll make sure you get the coverage you need, just the way you want it.

ARW Home, The best protection for the unexpected.

Company Description

ARW Home is here to help you feel at peace in your home. We're a family-owned, USA-based business, and we know how important it is to keep your loved ones safe, happy, and comfortable.\r\n\r\nOur goal is to empower every homeowner with the coverage they need to feel confident, rain or shine. We understand that your home can be many things. A safe place. An investment. A reflection of you. And we know that when the appliances, systems, and other technology you depend on stop working, it can be a huge headache. That's where we come in.\r\n\r\nOnly ARW Home offers you comprehensive protection, professional accountability, and responsive service-all with a truly personal touch. Whether you've lived in your home for years or just bought it, our extensive lineup of products includes warranty plans for appliances and home systems, electronics protection plans, as well as water and sewer line plans. We'll make sure you get the coverage you need, just the way you want it.\r\n\r\nARW Home, The best protection for the unexpected.