Call Center Training and Performance Manager

Expivia Interaction Marketing Group; Erie, Northern (Erie County, KY); On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

Hybrid work environment

Medical insurance

Paid vacation

Paid holidays

Training and professional development

Opportunities for advancement

Job summary

Expivia Interaction Marketing Group, Inc. in Erie, PA is seeking a Call Center Training & Performance Manager to lead onboarding, training, and ongoing coaching across programs. This hybrid role combines development of employees with hands-on performance management to drive measurable results.

You'll design and deliver training, monitor KPIs, and collaborate with Operations and leadership to ensure readiness and client satisfaction. Strong coaching and organizational skills are essential.

Qualifications

• High school diploma or GED required.
• Associate or bachelor’s degree preferred.
• Previous call center experience strongly preferred.
• Experience in training, coaching, supervision, or team leadership preferred.
• Strong understanding of contact center performance metrics and KPIs.
• Excellent communication, presentation, and interpersonal skills.

Responsibilities

• Lead new-hire training and onboarding for assigned contact center programs.
• Deliver engaging in-person and virtual training on client requirements, systems, call handling, and performance expectations.
• Monitor trainee participation, attendance, knowledge retention, and overall progress.
• Use assessments, role-playing, mock calls, and coaching to address gaps.
• Manage the transition from classroom training through nesting into live production.
• Provide ongoing coaching and refresher training for new and existing employees.
• Monitor KPIs including quality, productivity, adherence, attendance, and client KPIs.
• Analyze performance trends and develop targeted coaching or training plans.
• Partner with Operations and leadership to address performance concerns and improve program performance.
• Assist with new program launches and development of training materials.

Skills

Communication

Coaching

Organization

KPIs

Data-driven

Education

High school diploma

Associate degree

Bachelor's degree

Job description

Call Center Training & Performance Manager

Expivia Interaction Marketing Group, Inc. | Erie, PA | Hybrid (In-Office & Remote)
$40,000-$45,000 per year, based on experience

Expivia Interaction Marketing Group is looking for an energetic, organized, and results-driven Call Center Training & Performance Manager to help develop our employees from their first day of training through successful performance in production.

This hybrid leadership position combines employee training and development with hands-on contact center performance management. You'll lead new-hire training, coach and develop employees, monitor performance, and partner with Operations and leadership to ensure our teams are prepared to meet both company and client expectations.

We're looking for someone who genuinely enjoys developing people but also understands that great training should translate into confident employees, strong performance, and measurable results.

What You'll Do

• Lead new-hire training and onboarding for assigned contact center programs
• Deliver engaging in-person and virtual training on client requirements, systems, call handling, customer service standards, policies, and performance expectations
• Monitor trainee participation, attendance, knowledge retention, and overall progress
• Use assessments, role-playing, mock calls, and individualized coaching to identify and address areas where employees need additional support
• Manage and support the transition from classroom training through nesting and into live production
• Provide ongoing coaching, refresher training, and performance development for new and existing employees
• Monitor key performance indicators, including quality, productivity, adherence, attendance, and client-specific KPIs
• Analyze performance trends and develop targeted coaching or training plans to improve results
• Partner with Operations and leadership to address performance concerns and improve overall program performance
• Assist with new program launches, process changes, client updates, and the continued development of training materials and employee resources

What We're Looking For

• High school diploma or GED required
• Associate's or bachelor's degree preferred
• Previous call center/contact center experience strongly preferred
• Previous experience in training, coaching, supervision, or team leadership preferred
• Strong understanding of contact center performance metrics and KPIs
• Excellent communication, presentation, and interpersonal skills
• Strong coaching skills with the ability to develop employees while maintaining accountability
• Highly organized with strong problem-solving skills, attention to detail, and follow-through
• Ability to analyze performance trends and turn them into actionable coaching and development
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work effectively in both in-office and remote environments

Compensation & Benefits

$40,000-$45,000 annually, based on experience and qualifications.

• Hybrid work environment
• Medical insurance
• Paid vacation
• Paid holidays
• Training and professional development
• Opportunities for advancement and internal promotion

About Expivia

Expivia Interaction Marketing Group is an Erie-based customer experience and contact center company providing customized support solutions to organizations across a variety of industries.

We believe successful training goes beyond completing a class. It's about developing employees who are confident, capable, and prepared to deliver results for our clients.

If you're passionate about teaching, coaching, developing people, and turning that development into measurable performance, we'd like to hear from you.

Expivia Interaction Marketing Group, Inc. is an Equal Opportunity Employer.