Call Center Training Supervisor & Onboarding Coach

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

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.