Hybrid Call Center Training & Performance Lead

Expivia Interaction Marketing Group; Erie, Northern (Erie County, KY); Hybrid; USD 40,000 - 45,000; Full time

Benefits offered by this job

Hybrid work environment

Medical insurance

Paid vacation

Paid holidays

Training and professional development

Opportunities for advancement

Job summary

Expivia Interaction Marketing Group, Inc. in Erie, PA is seeking a Call Center Training & Performance Manager to lead onboarding, training, and ongoing coaching across programs. This hybrid role combines development of employees with hands-on performance management to drive measurable results.

You'll design and deliver training, monitor KPIs, and collaborate with Operations and leadership to ensure readiness and client satisfaction. Strong coaching and organizational skills are essential.

Qualifications

• High school diploma or GED required.
• Associate or bachelor’s degree preferred.
• Previous call center experience strongly preferred.
• Experience in training, coaching, supervision, or team leadership preferred.
• Strong understanding of contact center performance metrics and KPIs.
• Excellent communication, presentation, and interpersonal skills.

Responsibilities

• Lead new-hire training and onboarding for assigned contact center programs.
• Deliver engaging in-person and virtual training on client requirements, systems, call handling, and performance expectations.
• Monitor trainee participation, attendance, knowledge retention, and overall progress.
• Use assessments, role-playing, mock calls, and coaching to address gaps.
• Manage the transition from classroom training through nesting into live production.
• Provide ongoing coaching and refresher training for new and existing employees.
• Monitor KPIs including quality, productivity, adherence, attendance, and client KPIs.
• Analyze performance trends and develop targeted coaching or training plans.
• Partner with Operations and leadership to address performance concerns and improve program performance.
• Assist with new program launches and development of training materials.

Skills

Communication

Coaching

Organization

KPIs

Data-driven

Education

High school diploma

Associate degree

Bachelor's degree

Job description

Expivia Interaction Marketing Group, Inc. in Erie, PA is seeking a Call Center Training & Performance Manager to lead onboarding, training, and ongoing coaching across programs. This hybrid role combines development of employees with hands-on performance management to drive measurable results.

You'll design and deliver training, monitor KPIs, and collaborate with Operations and leadership to ensure readiness and client satisfaction. Strong coaching and organizational skills are essential.