Contact Center Trainer

4 weeks ago

Charlotte, United States Vertex Service Partners Full time

Company Overview:

At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Capital and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality service, and commitment to being the best place to work. We believe that people are the driving force behind our success, and we strive to create a culture where talent thrives.


Location: Charlotte, NC (Hybrid) - 6525 Carnegie Blvd, Charlotte NC 28211


Job Summary:

The Contact Center Trainer plays a crucial role in enhancing Vertex’s expanding customer care operations nationwide. This role focuses on delivering impactful training sessions, developing and executing training strategies, and fostering an environment of continuous learning to optimize contact center performance and employee retention across multiple sites. As a fast-growing company, Vertex seeks an experienced trainer who can effectively communicate concepts through verbal and non-verbal cues, provide constructive feedback, and drive engagement. The ideal candidate will be adept in communication, customer service, and sales, with a proven ability to work both independently and as part of a team. This role requires a strategic thinker who can adapt to change and implement initiatives that align with key operational, financial, and customer KPIs.


Key Responsibilities:

  • Collaborate with Contact Centers Nationwide: Partner with contact center teams across the country to achieve key business metrics (Sales Bookings, ASA, AHT, productivity, efficiency, quality, accuracy, and customer satisfaction).
  • Training Development and Delivery: Use strong written and oral communication skills to design and deliver training sessions for new hires and ongoing skills training, including remote training as needed.
  • Performance Measurement and Reporting: Evaluate training effectiveness and compile reports on individual and team progress to support performance improvement.
  • Create and Update Training Materials: Develop contact center training resources, including manuals, call scripts, call flows, and quick-reference guides.
  • Sales and Customer Service Integration: Work closely with the sales team to incorporate best practices and techniques into the training program to support a sales-driven approach.
  • Continuous Improvement and Innovation: Drive improvements within training, learning, and development processes to elevate customer experiences, employee engagement, and overall performance.
  • Training Schedule Management: Partner with leadership to schedule and conduct training sessions, maintaining an organized program schedule and calendar.
  • Other Duties as Assigned


Requirements:

  • Experience: Minimum of 3 years as a contact center trainer, preferably in a fast-paced, sales-focused environment, including experience with remote training.
  • Technology: At least 1 year of experience with Five9 or a similar contact center technology platform.
  • Core Skills: Exceptional communication, presentation, facilitation, interpersonal, feedback, leadership, conflict resolution, teamwork, change management, and motivational skills.
  • Sales and Customer Service Knowledge: Strong understanding of sales techniques and customer service best practices.
  • Teaching and Mentoring: Demonstrated teaching and mentorship abilities, along with experience in supporting quality and workforce management.
  • Adaptability: Comfortable working in a fast-paced, entrepreneurial environment with a high degree of change and ambiguity.
  • Travel: Willing to travel up to 30%.


Preferred Qualifications:

  • Education: Bachelor’s degree.
  • Software Experience: 2+ years of ServiceTitan experience.
  • Implementation Experience: Five9 implementation experience.
  • Learning Management Systems: Familiarity with learning management platforms.


This role is ideal for a dynamic trainer who thrives in fast-paced environments and is eager to make a significant impact on Vertex’s customer care operations.

  • Contact Center Trainer

    3 weeks ago

    charlotte, United States Vertex Service Partners Full time

    Company Overview: At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Capital and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality...

  • Contact Center Trainer

    3 weeks ago

    charlotte, United States Vertex Service Partners Full time

    Company Overview: At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Capital and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality...

  • Contact Center Trainer

    3 weeks ago

    Charlotte, NC, United States Vertex Service Partners Full time

    Company Overview: At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Capital and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality...

  • Contact Center Trainer

    3 weeks ago

    Charlotte, NC, United States Vertex Service Partners Full time

    Company Overview:At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Capital and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality...

  • Contact Center Consultant

    2 weeks ago

    Charlotte, United States Pyramid Consulting Full time

    Immediate need for a Contact Center Consultant for a position in the IT Industry . This is a 06+ month’s contract opportunity with long-term potential located in Charlotte, NC. Please review the job description below: Job ID: 18-04613 Key Responsibilities and Requirements: Project management experience in managing contact center. Good knowledge of Java,...

  • Trainer

    6 days ago

    Charlotte, United States Destination Pet LLC Full time

    Job DescriptionJob DescriptionWelcome to Destination Pet. We are One Pack- a united team working together to elevate the love and lives of pet families. Our pet-obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us!Pet care is a journey. Welcome...

  • Trainer

    4 weeks ago

    Charlotte, United States Destination Pet LLC Full time

    Job DescriptionJob DescriptionWelcome to Destination Pet. We are One Pack- a united team working together to elevate the love and lives of pet families. Our pet-obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us!Pet care is a journey. Welcome...

  • Foster Care Parent Trainer

    4 weeks ago

    Charlotte, United States HEALTH CONNECT AMERICA, INC Full time

    Join Our Impactful Team at Health Connect America!  Before you get started on your journey, take some time to learn more about us.  Health Connect America and its brands are leaders in providing mental and behavioral health services to children, families, and adults across the nation.  We provide our services directly to those in need whether that be...

  • Service Trainer and Training Developer

    3 weeks ago

    Charlotte, United States Hitachi Global Air Power Full time

    Job title:Service Trainer & Training DeveloperLocation:Charlotte, NCReports to:Training Manager Summary of the position:To conduct and develop technical service training materials and classes on Sullair rotary screw industrial air compressors for customers, distributors, and employees. Work with subject matter experts to develop entry and advanced level...

  • Service Trainer and Training Developer

    4 weeks ago

    Charlotte, United States Hitachi Global Air Power Full time

    Job title:Service Trainer & Training DeveloperLocation:Charlotte, NCReports to:Training Manager Summary of the position:To conduct and develop technical service training materials and classes on Sullair rotary screw industrial air compressors for customers, distributors, and employees. Work with subject matter experts to develop entry and advanced level...

  • Service Trainer and Training Developer

    3 weeks ago

    charlotte, United States Hitachi Global Air Power Full time

    Job title:Service Trainer & Training DeveloperLocation:Charlotte, NCReports to:Training Manager Summary of the position:To conduct and develop technical service training materials and classes on Sullair rotary screw industrial air compressors for customers, distributors, and employees. Work with subject matter experts to develop entry and advanced level...

  • Call center representative

    2 months ago

    Charlotte, United States Randstad Full time

    NOW HIRING FOR JANUARY 2025 Our client is preparing for the new year and so are we! Apply today to be on the list for the next classes, starting in January 2025. A recruiter will be in contact with you as soon as possible to discuss the position and get you ready to start as soon as official recruitment begins for the coming year. These are hybrid call...

  • Call Center Representative

    2 months ago

    Charlotte, United States Randstad Full time

    Job DescriptionJob DescriptionNOW HIRING FOR JANUARY 2025Our client is preparing for the new year and so are we! Apply today to be on the list for the next classes, starting in January 2025. A recruiter will be in contact with you as soon as possible to discuss the position and get you ready to start as soon as official recruitment begins for the coming...

  • Foster Care Parent Trainer

    2 weeks ago

    Charlotte, NC, United States HEALTH CONNECT AMERICA, INC Full time

    Join Our Impactful Team at Health Connect America! Before you get started on your journey, take some time to learn more about us. Health Connect America and its brands are leaders in providing mental and behavioral health services to children, families, and adults across the nation. We provide our services directly to those in need whether that be within a...

  • Call Center Representative

    1 month ago

    Charlotte, United States Equiniti Full time

    Management Level I ***This is a temporary, full-time hours, 100% remote position Other Remote Locations: AL, CT, FL, GA, MA, MD, NC, NJ, NY, PA, SC, TX ShiftInformation Shift Time: 4:00 pm to 11:00 pm [PM Shift] Hours: Monday - Friday, full timehours Saturdays required from 10:00 am to 6:00 pm Compensation: $18.00/hour Equiniti is a leading international...

  • IT Service Center Support I

    1 month ago

    Charlotte, United States Coca-Cola Bottling Co Full time

    Requisition ID:205999 Posting Locations: Charlotte Click here to view a Day in the Life of our Teammates! Our Secret Ingredient is our Teammates. We offer great rewards, competitive pay, career advancement and growth opportunities. Full Time Teammates are also eligible for: Paid Training Paid Time Off plus paid holidays 401(k) with Company matching on a...

  • Call Center Representative

    2 months ago

    Charlotte, United States TEKsystems Full time

    Job DescriptionJob Description End Client (if different from Account) Duration2 Year(s) Req Description DescriptionThe purpose of the Care Team is toroute agent’s service related calls received from customers to a call center. This will give agents morecapacity to focus their efforts on new business.As part of this implementation, new phone systems...

  • Inside Sales Center Representative

    4 weeks ago

    Charlotte, North Carolina, United States Renewal By Andersen Full time

    About the RoleWe are seeking a highly skilled Inside Sales Center Agent to join our team at Renewal by Andersen. As a key member of our sales team, you will be responsible for responding to potential customers' inquiries via telephone, representing our products professionally and ethically, and closing with setting appointments.ResponsibilitiesSuccessfully...

  • McColl Center Visitor Experience Associate

    1 month ago

    Charlotte, North Carolina, United States Ascend Nonprofit Solutions Full time

    Job Title: Visitor Experience AssociateWe are seeking a highly organized and customer-focused Visitor Experience Associate to join our team at the McColl Center for Art + Innovation. As the first point of contact for our visitors, you will play a critical role in ensuring a positive experience for our guests.Key Responsibilities:Provide exceptional customer...

  • Financial Call Center Rep

    4 weeks ago

    Charlotte, United States Randstad Full time

    Job DescriptionJob DescriptionAre you ready to make an impact and build lasting connections in the financial services industry? As a Client Relationship Associate, you’ll be at the heart of meaningful client interactions, providing essential guidance and support. You'll join a collaborative and mission-driven environment where integrity, growth, and...