Contact Center Training Supervisor

Jobtailor; Savage (MD); On-site; USD 60,000 - 90,000; Full time

Job summary

Jobtailor seeks a dynamic Training & QA Manager to lead onboarding, classroom and system training, and certify agents to uphold Long Home values.

You will coach, develop, and motivate teams to deliver world-class customer service, design engaging training programs, and implement AI-enabled coaching, QA analytics, and process improvements across Pulse Center operations.

Qualifications

• Experience designing, delivering, and facilitating engaging training programs.
• Experience developing training materials, SOPs, scripts, and knowledge base documentation.
• Strong analytical skills to identify performance trends and training opportunities.
• Ability to evaluate QA results and implement coaching plans.
• Proficiency with Salesforce and call center platforms.
• Ability to multitask and perform under pressure in a fast-paced environment.

Responsibilities

• Lead new hire onboarding, classroom training, system training, and certification to ensure quality of service provided aligns with Long Home values.
• Assist in coaching, developing and motivating agents to provide world class customer service and meet KPIs.
• Facilitate role-playing, objection handling, and sales skill development sessions.
• Train teams on new products, processes, systems, Salesforce updates, and AI initiatives.
• Oversee day-to-day operations of the Pulse Center with Pulse Center management.
• Ensure compliance of use of contact tracking technologies.
• Conduct call reviews, side-by-side coaching, and QA coaching sessions.
• Monitor results through QA strategies and policy compliance.
• Report on agent performance and training opportunities to management.
• Assist managers with performance feedback and annual reviews.
• Maintain an environment aligned with the company Mission, Vision, and Values.
• Stay up to date on all company-wide live and digital training.
• Train and support rollouts of new products, processes, technology, and AI.
• Perform other related duties as assigned.

Skills

Coaching

Training programs

Team leadership

Communication

QA analysis

AI initiatives

SOPs/scripts

Data reporting

Tools

Salesforce

Microsoft Office

Call center platforms

Learning technologies

Job description

Responsibilities

• Lead new hire onboarding, classroom training, system training, and certification to ensure quality of service provided aligns with Long Home values.
• Assist in coaching, developing and motivating agents to provide “world class” customer service and meet all KPIs.
• Facilitate role-playing, objection handling, and sales skill development sessions.
• Train teams on new products, processes, systems, Salesforce updates, and AI initiatives.
• Work with Pulse Center management to oversee the day-to-day operations of the Pulse Center.
• Ensure team compliance of use of appropriate contact tracking technologies.
• Conduct call reviews, side‑by‑side coaching, and quality assurance coaching sessions.
• Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
• Report on agent performance, training opportunities and areas of improvement to management and provide resolutions.
• Assist managers in providing verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
• Maintain an environment that embodies the company’s Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Successfully train and support rollouts of new products, processes, technology, and AI initiatives.
• Perform other related duties as assigned.

Requirements

• Effective communication, both written and verbal.
• Ability to manage and lead a team of performance-driven employees.
• Strong coaching, mentoring, and employee development skills.
• Ability to design, deliver, and facilitate engaging training programs.
• Experience developing training materials, SOPs, scripts, and knowledge base documentation.
• Strong analytical skills with the ability to identify performance trends and training opportunities.
• Ability to evaluate Quality Assurance (QA) results and implement coaching plans.
• Ability to generate and analyze reports to support decision making and problem solving.
• Proficiency with Salesforce, Microsoft Office Suite, call center platforms, and learning technologies.
• Ability to multitask, remain calm under pressure, manage stress and ensure team performance, especially during high-pressure periods, peak seasons and demanding customer situations.
• Ability to work in a fast‑paced professional environment.
• Ability to instill and demonstrate company values, mission, and vision to others.
• Experience leveraging AI‑powered coaching, Quality Assurance (QA), and conversation intelligence platforms to improve agent performance.
• Ability to adapt training programs as AI tools, business processes, and technologies evolve.
• Experienced in presenting to groups.