Hybrid Call Center Training & Performance Leader

Expivia Interaction Marketing Group Inc.; Erie (Erie County); 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 new-hire training, coaching, and performance management for our contact center teams. This hybrid role combines classroom instruction with hands-on performance improvement initiatives to meet client expectations.

You will monitor KPIs, develop coaching plans, and collaborate with Operations and leadership to ensure successful program performance and employee development.

Qualifications

• Experience in training and developing call center staff.
• Strong coaching and supervision abilities.
• Solid understanding of contact center metrics and KPIs.
• Excellent communication and presentation skills.

Responsibilities

• Lead new-hire training and onboarding for assigned programs.
• Deliver in-person and virtual training on client requirements and policies.
• Monitor trainee progress, attendance, and knowledge retention.
• Provide coaching and performance development for staff.
• Track KPIs and implement targeted coaching plans.

Skills

Training & Development

Coaching

Leadership

KPIs & Analytics

Communication

Education

High School Diploma or GED

Associate or Bachelor’s Degree preferred

Job description

Expivia Interaction Marketing Group, Inc. in Erie, PA is seeking a Call Center Training & Performance Manager to lead new-hire training, coaching, and performance management for our contact center teams. This hybrid role combines classroom instruction with hands-on performance improvement initiatives to meet client expectations.

You will monitor KPIs, develop coaching plans, and collaborate with Operations and leadership to ensure successful program performance and employee development.