Job Description

Job Title: Customer Care Center Trainer

Location: Merrillville, IN

Duration: 1-Year Contract (Temp-to-Hire)

Pay Rate: $29.00 – $40.00/hr (W2 only)

Work Authorization: Must be authorized to work in the U.S. – No C2C or sponsorship

Position Overview

We are seeking an experienced Customer Care Center Trainer to deliver engaging in-person, virtual, and e-learning training to both new hires and existing staff within the Customer Care Center (CCC). This role supports the growth and development of Customer Care Center Management, Operations Support, and Customer Service Representatives by delivering training on call management skills, business processes, technology enhancements, customer information systems (CIS/DIS), and regulatory procedures.

The Trainer will be responsible for evaluating trainee readiness, providing coaching, and ensuring a smooth transition from training to production. This is a dynamic role for someone passionate about instructional excellence, employee development, and fostering a culture of continuous learning.

Key Responsibilities

• Deliver structured training programs for Customer Care Center staff across multiple formats (classroom, virtual, e-learning).

• Provide onboarding training for new hires and ongoing training for existing staff, ensuring alignment with business processes and standards.

• Monitor, track, and report trainee performance, including test scores, attendance, and behavioral observations.

• Conduct one-on-one coaching sessions, assessments, and on-the-job training activities.

• Collaborate with management, Quality Assurance, and Operations Support teams to identify training needs and implement solutions.

• Maintain accurate training records for all CCC employees.

• Continuously improve training programs using participant feedback and performance metrics.

• Support the development of job aids, call scripts, and process documentation.

• Manage classroom engagement, address distractions, and resolve technical issues during training sessions.

• Participate in training needs analysis to address performance gaps.

Required Qualifications

• High School Diploma or equivalent.

• Minimum 3 years of training or facilitation experience.

• Strong verbal, written, and interpersonal communication skills.

• Proficiency with Microsoft Office Suite (PowerPoint, Excel, Word) and Teams.

• Knowledge of adult learning and behavior change methods.

• Ability to prioritize, multitask, and meet deadlines in a fast-paced environment.

• Strong problem-solving skills with the ability to recommend and implement training solutions.

• Ability to travel as needed.

Preferred Qualifications

• Bachelor’s degree in Communications or related field.

• Course design and development experience.

• Familiarity with e-learning software such as Adobe Captivate.

• Professional training certification.

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