Call Center Training Supervisor

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly); Augusta (GA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO

Job summary

URBN in Augusta, GA is seeking a Contact Center Training Supervisor to lead end-to-end learning strategy, curriculum development, and coaching for contact center staff. This role blends instructional design with QA alignment and operational analytics to shorten time-to-proficiency and lift key service metrics.

You will run onboarding, coaching, and refresher programs, translate complex guidelines into accessible SOPs and digital modules, and partner with QA to align evaluation rubrics.

Qualifications

• Experience facilitating adult learning environments.
• Ability to coach, inspire, and mentor diverse teams across leadership levels.
• Strong data analytics skills to evaluate learning impact and metrics.
• Willingness to adjust schedule across all contact center hours.

Responsibilities

• Lead onboarding programs for new hires using adult learning principles and interactive facilitation techniques, including AI-based roleplay scenarios.
• Oversee agent lifecycle from classroom to live support, tracking training metrics such as efficiency and QA scores.
• Provide targeted coaching and refresher modules to address performance gaps.
• Translate complex guidelines into accessible SOPs and digital modules; maintain knowledge base resources.
• Collaborate with QA to align training curriculums with evaluation rubrics; perform ongoing performance analysis.

Skills

Coaching & mentoring

Data analytics

Communication skills

Schedule flexibility

Instructional design

Education

Bachelor's degree or equivalent experience

Tools

Excel

Google Workspace

Articulate 360

Salesforce

Job description

This position is located at 220 Bobby Jones Expressway, Augusta, Georgia, 30907 United States

Role Summary

The Contact Center Training Supervisor leads the end-to-end learning strategy, curriculum development, and continuous performance coaching for contact center employees. This position bridges instructional design, QA alignment, and operational analytics to accelerate agent time-to-proficiency, boost key performance metrics, and build a high-performing service organization.

Role Responsibilities

• Lead comprehensive new-hire onboarding programs, utilizing adult learning principles and interactive facilitation techniques incorporating AI tools to develop roleplay scenarios and voice simulations for hands-on practice.
• Oversee the complete agent lifecycle across stages: Classroom Training Nesting Floor Production. Monitor key training performance metrics, including, efficiency, retention rates, assessment pass rates, and post-training QA scores.
• Manage live queue transitions, floor support, and real-time guidance during new hire and nesting phase phone time to ensure high quality and confidence.
• Provide effective feedback to each trainer on areas of strength and opportunities for successful performance.
• Translate complex technical guidelines into accessible SOPs, interactive digital modules, and real-time knowledge base resources to drive continuous team development.
• Other duties as assigned by the manager.

Quality Assurance & Performance Alignment

• Partner directly with Quality Assurance to align training curriculums with evaluation rubrics and scoring metrics.
• Targeted Coaching & Refresher Modules: Administer targeted retraining programs, group workshops, and one-on-one coaching sessions to correct performance deficiencies.

Role Qualifications

• Exceptional written, verbal, and presentation skills with demonstrated success facilitating adult learning environments.
• Proven ability to coach, inspire, and mentor diverse teams while collaborating across leadership tiers.
• Strong data analytics skills to evaluate learning impact, diagnose root causes, and track operational metrics.
• W illingness and ability to adjust schedule across all contact center operational hours to support varied training shifts.

Preferred Qualifications & Technical Skills

• Four-year degree or equivalent experience with progressive leadership in contact center operations, instructional design, or training management.
• Advanced MS Excel skills for analytics, trend mapping, and performance dashboards., Google Workspace, modern e-learning tools (e.g., Articulate 360).
• SalesForce

The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

Pay Range

Starting from USD $25.96/Hr.

EEO Statement

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.