Call Center Training & Performance Leader

Veridian Service Partners; Dallas (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

On-the-job training

Great benefits

PTO package

Job summary

Veridian Service Partners is seeking a Call Center Manager, Training and Performance to lead the design and execution of our inside sales training, QA programs, and performance management. You will shape certification standards, maintain playbooks, and drive measurable improvements in ramp time and quality across reps.

You will collaborate with call center leadership, growth analytics, and field teams to ensure training translates into improved call outcomes, higher conversion, and sustained

Qualifications

• 5+ years in inside sales or contact center environments with 2+ years in training/quality/performance leadership.
• Proven experience building training programs from ground up, including curriculum and testing.
• Track record managing metrics in high-velocity appointment-setting or sales environments.
• Experience scaling teams and developing future team leads/trainers.

Responsibilities

• Own end-to-end training & onboarding programs, including curriculum design and graduation standards.
• Lead ongoing education: workshops, call-review forums, and advanced coaching sessions.
• Manage QA and calibration: QA scorecards, coaching plans, and adherence to brand standards.
• Own performance management: scorecards, dashboards, and development paths; collaborate with HR and leadership.
• Partner with sales leadership to align training with capacity planning and market launches.

Skills

Leadership

Training design

Coaching

KPI dashboards

Tools

Salesforce

Five9

Job description

Veridian Service Partners is seeking a Call Center Manager, Training and Performance to lead the design and execution of our inside sales training, QA programs, and performance management. You will shape certification standards, maintain playbooks, and drive measurable improvements in ramp time and quality across reps.

You will collaborate with call center leadership, growth analytics, and field teams to ensure training translates into improved call outcomes, higher conversion, and sustained