Call Center Training Supervisor

This position is located at 220 Bobby Jones Expressway, Augusta, Georgia, 30907 United States

The Contact Center Training Supervisor leads the end-to-end learning strategy, curriculum development, and continuous performance coaching for contact center employees. This position bridges instructional design, QA alignment, and operational analytics to accelerate agent time-to-proficiency, boost key performance metrics, and build a high-performing service organization.

• Lead comprehensive new-hire onboarding programs, utilizing adult learning principles and interactive facilitation techniques incorporating AI tools to develop roleplay scenarios and voice simulations for hands-on practice.

• Oversee the complete agent lifecycle across stages: Classroom Training Nesting Floor Production. Monitor key training performance metrics, including, efficiency, retention rates, assessment pass rates, and post-training QA scores.

• Manage live queue transitions, floor support, and real-time guidance during new hire and nesting phase phone time to ensure high quality and confidence.

• Provide effective feedback to each trainer on areas of strength and opportunities for successful performance. 

• Translate complex technical guidelines into accessible SOPs, interactive digital modules, and real-time knowledge base resources to drive continuous team development. 

• Other duties as assigned by the manager. 

Quality Assurance & Performance Alignment

• Partner directly with Quality Assurance to align training curriculums with evaluation rubrics and scoring metrics.

• Targeted Coaching & Refresher Modules: Administer targeted retraining programs, group workshops, and one-on-one coaching sessions to correct performance deficiencies.

• Exceptional written, verbal, and presentation skills with demonstrated success facilitating adult learning environments.
• Proven ability to coach, inspire, and mentor diverse teams while collaborating across leadership tiers.
• Strong data analytics skills to evaluate learning impact, diagnose root causes, and track operational metrics.
• Willingness and ability to adjust schedule across all contact center operational hours to support varied training shifts.

Preferred Qualifications & Technical Skills

• Four-year degree or equivalent experience with progressive leadership in contact center operations, instructional design, or training management.
• Advanced MS Excel skills for analytics, trend mapping, and performance dashboards., Google Workspace, modern e-learning tools (e.g., Articulate 360).
• SalesForce 

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.