Call Center Trainer

About the Role

Key duties include delivering approved training on customer service, product knowledge, and policies; collaborating on transition of associates to production; maintaining and improving training materials; and supporting quality‑improvement initiatives alongside the QA team. The trainer also stays current by taking calls, processing transactions, and participating in side‑by‑side observations and quality monitoring. • Deliver new‑hire and ongoing classroom training focused on customer service, product knowledge, and company policies. • Collaborate with the Training & Quality Assurance Manager to transition associates to production and meet competency standards. • Develop, maintain, and continuously improve training materials and support resources. • Support quality‑improvement initiatives in partnership with the Quality Assurance team. • Maintain operational proficiency by handling calls, processing transactions, and participating in side‑by‑side observations.

Key Responsibilities

• ▸classroom training
• ▸training development
• ▸quality support
• ▸call handling
• ▸production transition
• ▸material updates

What You Bring

Candidates typically hold a bachelor’s degree in education, instructional design, human capital development, or a related field, and have 1–3 years of call‑center training experience plus at least two years of call‑center operations. Strong verbal and written communication, Microsoft Office proficiency, and demonstrated consulting, problem‑solving, and influencing skills are essential. • Demonstrate dynamic facilitation skills and adapt delivery methods to evolving business needs. • Bachelor’s degree in education, instructional design, human capital development, or equivalent experience (preferred). • 1–3 years of training experience in a call center, contact center, or shared services environment. • Minimum of 2 years of call‑center or shared‑services operational experience. • Excellent verbal and written communication with strong customer‑service knowledge. • Proficiency in Microsoft Word, Excel, and PowerPoint. • Strong time‑management, organizational, analytical, teamwork, and consulting skills including critical thinking and problem‑solving.

Requirements

• ▸bachelor's
• ▸call‑center training
• ▸call‑center ops
• ▸communication
• ▸microsoft office
• ▸problem‑solving

Benefits

AvalonBay offers comprehensive benefits such as health, dental, vision, 401(k) match, tuition reimbursement, an employee stock purchase plan, paid time off, and a 20 % discount on its apartment homes. The company promotes internal growth, associate recognition programs, and a culture rooted in integrity, caring, and continuous improvement, while maintaining an inclusive, equal‑opportunity workplace. • Comprehensive health, dental, vision, 401(k) matching, tuition reimbursement, and employee stock purchase plan. • Paid vacation, holidays, and a 20 % discount on AvalonBay apartment homes. • Associate recognition programs and career growth opportunities from within.

Work Environment

Hybrid