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1 result for Customer Service in Detroit, MI

Call Center Agent Trainer

Southgate, MI
onsite
Permanent / Full Time
60000 - 65000 USD / Yearly
We are looking for a Call Center Agent Trainer to support employee growth and strengthen performance across our service operations in Southgate, Michigan. This role works closely with leadership to deliver impactful training, reinforce quality standards, and keep reference materials accurate and accessible. The ideal candidate brings a strong coaching mindset, experience guiding teams in a call center setting, and the ability to use performance data to improve both employee success and customer outcomes. Responsibilities: • Lead onboarding sessions for new team members and provide structured learning experiences that prepare employees for success in a call center environment. • Deliver continued learning opportunities through refresher courses, individualized coaching, and targeted support for employees who need performance improvement. • Produce and update training resources such as guides, presentations, reference tools, and process materials to keep information clear and current. • Review customer interactions against established quality standards, document findings, and highlight patterns that affect service performance. • Work with supervisors and managers to identify coaching priorities and strengthen employee effectiveness and customer experience results. • Maintain internal knowledge resources, including process documents, frequently asked questions, and operational reference content, to support day-to-day accuracy. • Track participation, completion status, certifications, and learning progress to ensure training programs remain organized and measurable. • Analyze quality and training results, prepare performance reports, and recommend practical improvements based on observed trends and operational needs. • Facilitate coaching discussions, observational learning, and development activities that encourage skill growth and long-term career progression.
2026-08-19T00:00:00Z