Call Center Training Lead & Onboarding Coach

URBN; Augusta (GA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

PTO and employee discounts

Job summary

URBN in Augusta, Georgia is seeking a Contact Center Training Supervisor to lead end-to-end learning strategy, curriculum development, and coaching for the contact center team. The role connects instructional design, QA alignment, and operational analytics to accelerate agent time-to-proficiency, improve key metrics, and build a high-performing service organization across all shifts.

Candidates should possess strong communication, coaching ability, and advanced data skills, with willingness to

Qualifications

• Excellent communication and presentation skills for adult learners.
• Proven ability to coach, inspire, and mentor diverse teams across leadership levels.
• Strong data analytics skills to evaluate learning impact and track metrics.
• Willingness to adjust schedule across all contact center hours to support training shifts.

Responsibilities

• Lead comprehensive new-hire onboarding programs using adult learning principles and AI-powered simulations.
• Oversee the agent lifecycle across onboarding, nesting, and live support while monitoring training performance metrics.
• Provide targeted feedback to trainers to improve performance and outcomes.
• Translate complex guidelines into accessible SOPs, digital modules, and real-time knowledge resources.

Skills

Communication skills

Coaching & mentoring

Data analytics

Flexible scheduling

Education

Four-year degree or equivalent

Tools

Excel

Google Workspace

Articulate 360

Salesforce

Job description

URBN in Augusta, Georgia is seeking a Contact Center Training Supervisor to lead end-to-end learning strategy, curriculum development, and coaching for the contact center team. The role connects instructional design, QA alignment, and operational analytics to accelerate agent time-to-proficiency, improve key metrics, and build a high-performing service organization across all shifts.

Candidates should possess strong communication, coaching ability, and advanced data skills, with willingness to