Customer Service Training Lead

Talentify; Odessa (TX); On-site; USD 52,000 - 66,000; Full time

Job summary

Aston Carter is hiring a Customer Service Training Manager to develop and execute a comprehensive training program for our phone system and customer service standards. You will set up standard messages, transfers, and warm hand-offs, and lead SOP improvements.

Responsibilities include driving process enhancements, reporting key metrics to leadership, and coordinating with other managers on training for call center personnel. This role requires onsite presence in Odessa, TX.

Qualifications

• Experience in customer service leadership and training in a call center environment.
• Strong organizational and project management skills.
• Proficiency with office software and data analysis tools.
• Experience facilitating training programs and SOPs.
• Ability to report metrics to leadership and drive improvements.

Responsibilities

• Develop and implement standard operating procedures and process improvements.
• Report on key business metrics to leadership with actionable feedback.
• Monitor and improve call center operations and system performance.
• Drive root-cause resolution for service issues.
• Collaborate with other managers on training and standards for phone systems.
• Establish ongoing training and development structures for call center staff.

Skills

Customer service

Order entry

Analytical skills

Project management

Training facilitation

Continuous improvement

Microsoft Office

Call center experience

Call center software

Supervisory experience

Tools

Microsoft Office

Call center software

Job description

Aston Carter is hiring a Customer Service Training Manager to develop and execute a comprehensive training program for our phone system and customer service standards. You will set up standard messages, transfers, and warm hand-offs, and lead SOP improvements.

Responsibilities include driving process enhancements, reporting key metrics to leadership, and coordinating with other managers on training for call center personnel. This role requires onsite presence in Odessa, TX.