Call Center Trainer

Overview

Leading Edge Connections (LEC)
Buffalo, NY | Full-Time

Leading Edge Connections (LEC) is a high-performance outsourced contact center and CX partner supporting top brands across multiple industries. We pride ourselves on elite training, strong communication, and developing top-tier talent. As we continue to expand, we are adding a dynamic, adaptable, and client-facing Trainer to our team.

If you are confident leading virtual training rooms, thrive in structured but fast-moving environments, and know how to develop new agents into high-performing professionals—this is the perfect role for you.

Trainer

The Trainer is responsible for delivering exceptional new hire training, refresher courses, and ongoing development while serving as a communication bridge between LEC Operations, agents, and our clients. This role requires professionalism, confidence, structure, and adaptability.

• Client Communication & Coordination
• Work closely with the client through Zoom and chat, maintaining clear, consistent communication
• Adapt quickly when client processes or priorities shift
• Stay flexible with last-minute client requests during training
• Follow up on credential issues and ensure full resolution
• Training Delivery & Classroom Management
• Conduct training on camera for all sessions
• Deliver training in a clear, engaging, and easy-to-follow style suitable for mixed-skill groups
• Use a mix of training methods: demonstrations, walkthroughs, practice activities, Q&A, etc
• Keep trainees engaged, check for understanding, and adjust pacing as needed
• Maintain strong control of the virtual training room:
• Cameras on
• Muted when instructed
• Professional behavior
• No talking over others
• Handle trainee concerns or misconduct calmly and professionally
• Prepare training materials, environment, and tools ahead of time
• Manage time effectively to ensure the class stays on schedule
• Technical Support
• Confidently navigate multiple systems and online tools
• Troubleshoot common tech issues during credential setup
• Assist trainees with system access, logins, and platform navigation
• Performance Monitoring & Reporting
• Track attendance, engagement, performance, and behavioral concerns
• Monitor trainee progress and identify individuals who need additional coaching or support
• Reinforce performance expectations such as QA, TPH, accuracy, compliance, and customer service standards
• Provide detailed training outcome reports to Operations and leadership
• Send daily or weekly updates to Ops and the client
• Ensure training content aligns with QA scorecards, SOP updates, and current workflow changes
• Identify curriculum gaps and recommend improvements
• Cross-Functional Collaboration
• Work with Ops, QA, WFM, and other departments to ensure training schedules and needs are aligned
• Jump in to help with coaching, escalations, or Admin Assistance during slower training periods
• Communicate professionally with agents, leadership, and the client
• Professional Expectations
• Reliable and available during weekdays, weekends, and slower seasons when training support is needed
• Maintain a professional presence, tone, and environment while on camera
• Uphold confidentiality and professionalism when dealing with agent issues or sensitive information

• 1–3+ years of training experience in a call center or customer service environment
• High confidence navigating multiple systems and tools
• Exceptional communication and presentation skills
• Ability to stay flexible, adapt quickly, and maintain training control
• Strong time management and organization
• Experience with QA, soft skills, and customer service coaching

• High-performance culture with strong development opportunities
• Fully remote position
• Work directly with exciting clients and cross-functional teams
• Competitive pay
• Clear upward mobility into leadership, QA, or Ops roles
• Fast-paced environment with meaningful impact

Details:

Pay Rate: $18.00-$20.00 per hour - biweekly pay