Contact Center Training Lead for Onboarding & Growth

Brand Small; Greenville (SC); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health and Wellness

HSA

Educational Assistance

Voluntary Plans

401k Match

Pet Insurance

Legal Services

Employee Discounts

Job summary

Harte Hanks is seeking a Training Specialist to lead onboarding and continuous learning for the Contact Center. You will design, deliver, and optimize instructor-led and virtual training sessions, monitor progress, and coach agents to improve performance and compliance.

The role requires 2–3 years in L&D within a BPO or contact center, proficiency with LMS and CRM tools, and strong presentation skills. Hybrid work options and occasional travel are possible.

Qualifications

• 2–3 years of training, facilitation, and learning & development experience in BPO, customer service, technical support, sales, or contact center.
• Experience designing, developing, and delivering instructor-led, virtual, blended learning programs, including curriculum development and training content creation.
• Skill in assessing training effectiveness through coaching, performance metrics, knowledge assessments, and learner feedback.

Responsibilities

• Design and deliver onboarding, new hire, and continuous learning programs.
• Facilitate training sessions in classroom and virtual setups to promote an active learning environment.
• Monitor trainee progress through assessments, role plays, simulations, metrics, and feedback.
• Provide coaching, evaluate training effectiveness, and address learning gaps.
• Track training attendance, completion rates, certifications, and reporting.
• Deliver training on process, product, system, and compliance topics.
• Develop and maintain training materials, collaborate with Ops, QA, SMEs.
• Identify performance gaps and recommend targeted learning solutions.
• Coordinate and support training initiatives aligned to business objectives.
• Support transition and nesting programs for new employees.
• Ensure compliance with policies and client/regulatory requirements.
• Represent Training in client meetings and cross-functional partnerships to drive improvement.
• Adapt to remote/in-person training and travel as needed.

Skills

Training design

Facilitation

Learning & Development

Curriculum development

Coaching

Presentation

LMS

CRM platforms

Microsoft Office

Tools

CRM platforms

LMS

Knowledge bases

Virtual training tools

Microsoft Office

Job description

Harte Hanks is seeking a Training Specialist to lead onboarding and continuous learning for the Contact Center. You will design, deliver, and optimize instructor-led and virtual training sessions, monitor progress, and coach agents to improve performance and compliance.

The role requires 2–3 years in L&D within a BPO or contact center, proficiency with LMS and CRM tools, and strong presentation skills. Hybrid work options and occasional travel are possible.