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Contact Center Trainer

Contact Center Trainer

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The primary responsibilities of the Contact Center Trainer are to develop and deliver effective training and performance solutions for the Consultant Support department. As a member of the Human Resources (HR) team, the Contact Center Trainer will work closely with both the Learning and Development team and Scentsy’s Contact Center, Consultant Support.


  • Deliver new hire training and ongoing training for contact center team members
  • Provide on-the-job training to ensure appropriate knowledge transfer and skills
  • Conduct regular evaluations of training curriculum to ensure objectives are being met
  • Collaborate with Quality team, leadership, and other stakeholders to gather data and identify new training needs and changes to existing curriculum
  • Collect and analyze department performance data and trends and present recommendations on enhancing employee performance
  • Maintain internal department training records and schedule in coordination with Learning and Development team
  • Facilitate Train the Trainer sessions for guest presenters in the contact center; evaluate and provide coaching for guest presenters
  • Design and develop learning experiences using various training modalities including, but not limited to: Instructor-Led (ILT), e-Learning, blended courses, etc. using sound adult learning principles
  • Work with Subject Matter Experts (SMEs) on training content to ensure content accuracy
  • Proactively maintain training curriculum
  • Perform all other assigned tasks and requirements as needed


  • Bachelor’s degree in instructional design, instructional technologies, or related field
  • Prior call center / contact center training experience required
  • 2 years of facilitation experience
  • Prior experience developing training tools, e-learning courses, videos, and job aids


  • Work closely with members of the HR Learning & Development team and the Consultant Support team; manage individual workload while supporting the work of the team
  • Maintain a high standard of confidentiality
  • Adhere to all established procedures, policies, and safety rules as outlined by the Company
  • 40 hours per week; some overtime may be required
  • Some travel may be required

Knowledge, Skills, and Abilities:

  • Incorporate sound adult learning principles into curriculum
  • Proven ability to produce training programs that effectively address performance gaps
  • Strong facilitation skills with the confidence to present to present to large and small groups of people
  • Advanced knowledge of contact center environments
  • Strong data analysis skills with the ability to recommend effective solutions based on patterns and trends
  • Must be self-motivated
  • Excellent written and verbal communication skills.
  • Above average copy editing skills
  • Excellent technical and creative writing skills
  • Excellent customer service, collaboration, and project management skills
  • Experience using rapid e-Learning software such as Adobe Captivate, Articulate Studio, Articulate Storyline, and/or Camtasia
  • Ability to work at a computer station and view a computer screen for extended periods of time
  • Work is generally sedentary in nature, but may require standing and walking up to 10% of the time

Working Conditions:

Work is performed in an office environment with standard office equipment. Lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, or smells.