Contact Center Trainer: Elevate Service & Skills

Frost; San Antonio (TX); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Tuition reimbursement

Employee Assistance Program

Referral bonus

Job summary

Frost is seeking a Contact Center Trainer to educate Service Specialists and Team Leaders statewide, delivering learner-centered training that builds knowledge and soft skills.

You will develop content, coach agents, monitor progress, and collaborate with Workforce Management, Quality, Compliance, and Operations to ensure training aligns with performance targets and regulatory requirements.

Qualifications

• 1+ years of experience in customer service, contact centers, coaching, or training (banking/financial services experience preferred)
• Strong facilitation and presentation skills with the ability to motivate, engage, and support diverse learners
• Ability to manage multiple priorities and work in a fast‑paced learning environment
• Flexibility to support various training schedules and travel when business needs require
• Proficient in Microsoft computer applications
• Excellent written and verbal communication skills

Responsibilities

• Lead and deliver engaging, learner‑centered training that strengthens knowledge, soft skills, and service excellence across new hires and tenured agents
• Develop, maintain, and enhance training content, ensuring clarity, accuracy, compliance, and alignment with operational strategies and evolving processes
• Support new hires throughout early tenure by monitoring progress, identifying performance or behavioral risks, and communicating trends to leadership
• Provide individualized coaching, call observations, and skill‑building sessions that reinforce Frost’s cultural expectations and customer experience standards
• Collaborate with Workforce Management, Quality, Compliance, and Operations to ensure training aligns with performance targets, regulatory requirements, and customer‑focused initiatives
• Evaluate training effectiveness using qualitative and quantitative insights, recommending improvements that enhance learning and operational outcomes
• Maintain accurate documentation of trainee performance, assessments, and readiness to support informed staffing and development decisions
• Always take action using Integrity, Caring, and Excellence to achieve all‑win outcomes

Skills

Facilitation

Presentation skills

Communication

Microsoft Office

Travel flexibility

Education

Education/Communications/Business degree

Tools

Workday Learning

Job description

Frost is seeking a Contact Center Trainer to educate Service Specialists and Team Leaders statewide, delivering learner-centered training that builds knowledge and soft skills.

You will develop content, coach agents, monitor progress, and collaborate with Workforce Management, Quality, Compliance, and Operations to ensure training aligns with performance targets and regulatory requirements.