Trainer/Shift Lead

  1. San Antonio,TX
  2. Jun , 6
  3. General : General

National Service Center Trainer/Shift Lead Job Introduction

The Trainer is responsible for agent supervision and training within the Customer Contact Center during their shift. The Lead will ensure the learning and performance solutions created are impactful, engaging, and are aligned with organizational and departmental priorities. This role will oversee the consistent design, development, implementation and evaluation across all delivered learning and performance solutions. Primary Responsibilities Support the team as required to deliver continuing education and coaching to existing contact center staff for new products, services, customer service skills and market launches. Monitoring the performance and adherence of call center employees in the task of ensuring break and schedule adherence and accuracy/timely performance are met Identifying the service problems and also recommending solutions to management whenever required. Keeping updated about the changing trends in the world of operations in the call centers. Communicates with various departments within the organization, including resource planning, human resources, quality and the help desk. Develop multiple training plans based on operational needs and updating training programs to meet those needs. Responsible for the quality of training delivery Generates new and innovative solutions to complex problems and proposes improvements to processes. Works autonomously within established procedures and practices. Function as the call center point of contact for all training and delivery concerns. Delivery of instruction, demonstrating effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills. Provide training performance feedback to the training team including monitoring sessions, evaluations, performance improvement planning, coaching and feedback. Ability to display the highest level of professionalism and exhibit a model behavior for all new hire and existing employees. The Ideal Candidate EDUCATION and/or EXPERIENCE Bachelors Degree in adult education or equivalent experience in facilitating classroom training or corporate mentoring, preferably in a call center environment. QUALIFICATIONS

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Meet all operational metrics.

  • Ability to use personal computers and log onto internal networks; Ability to use word

    processing, spreadsheet, and e-mail applications; Ability to access Internet resources and use web browser applications.

  • Ability to accept varied schedules as needed.

  • A minimum of 4 years experience leading and managing training teams. Preferably in a call center environment.

  • The employee may occasionally lift and/or move up to 25 pounds.


  • Strong customer service skills

  • Supervisory experience managing employees in call center, retail environment or full-service restaurant

  • Experience proposing and implementing process improvement within a dynamic environment

  • In-depth understanding of operational processes and procedures

  • Experience documenting business processes, system processes and operational processes

  • Expert knowledge of MS Office

  • Tech savvy with knowledge of telephone equipment and relevant computer programs

  • Ability to work under pressure

  • Strong organizational and leadership skills

  • Strong written communication and negotiating skills

  • Strong interpersonal communication skills


  • Bilingual in English/Spanish

  • 2+ years in a supervisory role

  • 3+ years experience in a Facility Management/Integrated Facility Management environment.

    ISS Facility Services is an Equal Opportunity Employer that promotes a diverse workplace.

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