Customer Operations Training Lead

eClerx; Fayetteville (NC); On-site; USD 52,000 - 78,000; Full time

Job summary

eClerx, located in Fayetteville, NC, is seeking a Lead Trainer for Customer Operations to onboard and train new employees, developing programs that equip new hires with the skills, knowledge, and behaviors required to excel and advance the company’s objectives.

The role focuses on delivering engaging training sessions, mentoring agents, and measuring program effectiveness to improve performance and outcomes across the operations team.

Qualifications

• Excellent written and verbal communication, public speaking, and presentation skills.
• The ability to lead, mentor, motivate, and provide constructive feedback to individuals and teams.
• Knowledge of learning models, theories, knowledge transfer, and project management.
• Effective time management and organizational skills to manage training logistics and resources.
• Staying updated on training methods and industry trends.
• Bachelor’s Degree or equivalent professional experience.

Responsibilities

• Strive to create a safe, inclusive, and engaging learning atmosphere.
• Systematically transfer course knowledge and company best practices to ensure incoming agents perform their roles effectively.
• Lead, mentor, and coach prospective agents by providing guidance and feedback to enhance their skills.
• Assess learner progress, track performance, provide feedback, and evaluate the effectiveness of training programs, adjusting as needed.
• Collaborate with subject matter experts, HR departments, and other stakeholders to ensure training aligns with business objectives.
• Assist with management of administrative tasks like scheduling, resource allocation, and documentation.

Skills

Communication

Public speaking

Mentoring

Time management

Learning theories

Project management

Training experience

Education

Bachelor’s Degree or equivalent

Job description

eClerx, located in Fayetteville, NC, is seeking a Lead Trainer for Customer Operations to onboard and train new employees, developing programs that equip new hires with the skills, knowledge, and behaviors required to excel and advance the company’s objectives.

The role focuses on delivering engaging training sessions, mentoring agents, and measuring program effectiveness to improve performance and outcomes across the operations team.