Customer Retention Trainer
Core
Design, develop, and deliver training programs and onboarding curricula for Customer Retention Representatives to ensure they meet performance standards.
Role type
Customer Retention Trainer (Instructional Design & Coaching)
Builds
Training curricula, instructional materials (videos, guides, manuals), and learning experiences for call center agents.
Domain
Customer Service / Call Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Instructional design, adult learning principles, call quality monitoring, coaching, facilitation, training needs assessment, system testing, troubleshooting.
Preferred skills
Bachelor's degree, call center experience, previous training experience.
Technologies
Training software, instructional tools, application systems.
Responsibilities
Design and implement training curricula; create instructional materials; conduct training needs assessments; deliver individual and group training sessions; monitor call quality and provide feedback; partner with managers to identify training priorities; participate in user testing for new systems; provide operational support during coverage gaps.
Seniority
Mid-level, hands-on IC
