Contact Center Training Supervisor: Elevate Agent Proficiency

URBN Urban Outfitters, Inc.

Augusta (GA)

On-site

USD 30,000 - 42,000

Full time

4 days ago

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Benefits offered by this job

Medical benefits

PTO

Employee discounts

Retirement savings

Job summary

URBN Urban Outfitters, Inc. is seeking a Contact Center Training Supervisor to lead end-to-end learning strategies, develop curricula, and coach agents toward proficiency. The role bridges instructional design, QA alignment, and operational analytics to boost key metrics and build a high-performing service organization.

You will oversee onboarding, nesting, and ongoing training, with emphasis on scalable digital modules and real-time support for agents across shifts.

Qualifications

Exceptional written, verbal, and presentation skills.
Proven ability to coach, inspire, and mentor diverse teams.
Strong data analytics skills.
Willingness and ability to adjust schedule across all contact center operational hours to support varied training shifts.

Responsibilities

Lead onboarding programs and develop training materials using AI tools for roleplay and simulations.
Oversee the complete agent lifecycle across onboarding, nesting, and production.
Monitor training metrics including efficiency, retention, assessment pass rates, and post-training QA scores.
Provide effective feedback to each trainer on performance strengths and opportunities.
Translate complex technical guidelines into accessible SOPs, interactive modules, and real-time knowledge resources.
Partner with QA to align training curriculums with evaluation rubrics and scoring metrics.