Contact Center Trainer Manager

LOCATION: Winterville, NC (on-site)

ABOUT US

Victra is Verizon’s largest premium retailer in the United States. We work closely with Verizon and our brand partners to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and revenue. Our mission is to “Connect technology to life in a trustworthy, fun, and profitable way”

Why You’ll Love Working Here

At Victra, we believe work should be more than a job—it should be a place where you grow, thrive, and have fun. Our team is full of energetic, driven individuals who love celebrating wins together. From friendly competitions to team-building activities, we create an environment where success feels exciting and rewarding.

Career Growth & Development

Your journey doesn’t stop at Contact Center Training Manager . We’re passionate about helping our people reach their full potential. With ongoing training, mentorship, and clear career paths, you’ll have the tools to move up. and take on new challenges. Many of our leaders started in roles just like this!

Culture That Feels Like Family

We’re more than coworkers—we’re a community. We value collaboration, positivity, and supporting each other. When you join Victra, you’re joining a team that celebrates achievements, encourages learning, and makes every day enjoyable.

We believe in #Performance #Collaboration #Integrity #Innovation #Integrity #Celebration

Job Description: The Call Center Training Manager designs, implements, and oversees training programs to improve agent performance, product knowledge, and customer satisfaction including new hire training and continuous coaching. The call center training manager will develop training materials, and analyze performance data to enhance efficiency and reduce turnover. The Call Center Training Manager will create training curricula, manage trainer teams and partner on product launch trainings.

Key Responsibilities:         

• Training Strategy & Design: Develop comprehensive, ongoing, and, onboarding training programs, including e-learning, role-playing, and on-the-job training.
• Performance Improvement: Analyze agent metrics (QA scores, KPIs) to identify knowledge gaps, creating individualized or team-based coaching to improve efficiency and service quality.
• Content Development: Create and maintain training materials, manuals, and resources on products, systems, and policies.
• Leadership & Coaching: Mentor new hires, train supervisors on coaching techniques, and lead training sessions.
• Evaluation & Reporting: Assess the effectiveness of training programs and report progress to upper management.
• Compliance: Ensure training adheres to company quality standards, legal regulations, and industry best practices. 

What We Are Looking For:

• Experience: 5+ years of experience in call center environments, with 2+ years in a supervisory or training role.
• Education: A Bachelor’s degree in Business, Education, Organizational Psychology, or a related field is often preferred.
• Communication: Excellent verbal and written communication skills to deliver engaging training.
• Leadership: Strong motivational, interpersonal, and team-building skills.
• Technical Proficiency: Knowledge of Learning Management Systems (LMS) and e-learning authoring tools.
• Analytical Skills: Ability to use data to drive performance improvements and create training reports. 

Why Join Us?

• Competitive Pay (Base Hourly Rate + Commissions)
• Flexible Time Off Options
• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401k retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
• Referral bonuses and exciting contests.
• Career pathing opportunities.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status.