Call Center Training Lead

Call Center Training Lead

Become the newest member of our exciting team at SROA Capital as we redefine self-storage!

At SROA, we offer a career and opportunity to grow. We strongly believe in growing our talent and promoting within. We are proud to be honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel three years in a row.

SROA Capital is a vertically integrated private equity real estate investment firm that has evolved into a global asset manager with a successful track record of providing risk adjusted returns to its partners through its focused strategy of investing in self-storage. SROA is headquartered in West Palm Beach, FL and has invested, redeveloped, and developed self storage across the risk spectrum in major and secondary markets across the United States under the brand Storage Rentals of America and the UK under the brand Kangaroo Self Storage with approximately 900 employees globally.

The Call Center Training Lead serves as the primary Learning & Development partner for Customer Support operations. Acting as a Subject Matter Expert (SME) for call center processes, systems, products, and customer experience standards, this role ensures that training programs are delivered effectively and aligned with operational needs.

The specialist is responsible for facilitating new-hire onboarding, ongoing development programs, upskilling initiatives, and change-management training related to new products, systems, policies, and procedures. Working closely with Learning & Development, this position provides expertise and feedback that support the development of training content while ensuring learning solutions are accurate, relevant, and successfully executed.

This role focuses on training delivery, coaching, learner support, and operational partnership.

Duties and Responsibilities

Training Delivery & Facilitation

• Facilitate engaging virtual new hire training programs for Call Center and Customer Experience team members.
• Deliver ongoing training, refresher courses, workshops, and up training initiatives.
• Lead training sessions related to new systems, products, services, policies, procedures, and operational changes.
• Facilitate meetings, huddles, workshops, and learning sessions that support employee development and operational excellence.
• Support employee onboarding by ensuring training plans are executed consistently and effectively.

Operational Partnership & Subject Matter Expertise

• Serve as the primary Call Center Subject Matter Expert (SME) for the Learning & Development team.
• Partner with Call Center leadership to understand business priorities, operational challenges, and emerging training needs.
• Provide operational expertise and feedback during the development and revision of training materials and learning programs.
• Validate training content for accuracy, relevance, and alignment with current business processes.
• Participate in process, system, and product rollouts to ensure effective training readiness and adoption.

Coaching & Performance Support

• Identify learning opportunities through observation, operational feedback, performance trends, and business needs.
• Provide coaching and reinforcement to support knowledge retention and skill development.
• Partner with supervisors and leaders to support employee development initiatives.
• Assist in implementing targeted learning solutions that address identified skill gaps.
• Learning Program Support
• Collaborate with Learning & Development to maintain training materials, facilitator guides, job aids, and reference resources.
• Assist and support the creation and delivery of learning communications and just-in-time learning resources.
• Track training participation and learner progress.
• Provide recommendations for continuous improvement to training programs and learning processes.

Organizational Collaboration

• Participate in department meetings, leadership discussions, strategic initiatives, site visits, and special projects as assigned.
• Champion company culture, values, and customer experience standards throughout all training initiatives.
• Build strong relationships with leaders and employees across departments to support organizational goals.

Qualifications

• 2+ years of training, facilitation, coaching, or employee development experience.
• Experience facilitating instructor-led training in virtual environments.
• Strong presentation, communication, and facilitation skills.
• Ability to translate operational knowledge into effective learning experiences.
• Strong organizational, planning, and project coordination skills.
• Ability to build relationships and collaborate effectively with leaders and employees at all levels.
• Proficiency with Microsoft Office applications, including Teams, PowerPoint, Word, and Excel.

Preferred

• 2+ years of call center, customer service, or customer support experience.
• Experience supporting onboarding and new hire training programs.
• Knowledge of call center operations, customer experience principles, and customer service best practices.
• Experience with Learning…