Contact Center Trainer

Contact Center Trainer

Employer: Fortuity
Employment Type: Full-time | On-site
Pay Rate: $22 – $24/Hr.
Location: Fortuity, 775 W. Broad St., Columbus, OH 43222

Position Overview

We are seeking a reliable and engaging Contact Center Trainer to deliver onboarding and performance-readiness training for new hires. This role is responsible for facilitating instructor-led learning, reinforcing operational expectations, and preparing employees to successfully transition into production.

The Trainer partners closely with Operations and Quality teams to ensure trainees understand procedures, meet performance standards, and provide a professional client experience. This position focuses on instruction, coaching, and learner support rather than staff supervision.

Key Responsibilities

Training Delivery & Facilitation
Facilitate instructor-led training for new hire onboarding, up-training, and refresher courses
Deliver client-approved curriculum in an engaging, structured learning environment
Reinforce policies, procedures, call handling expectations, and compliance requirements
Demonstrate systems navigation and customer interaction techniques
Answer trainee questions and provide clarification of processes and expectations
Maintain classroom engagement and professionalism
Coaching & Performance Readiness
Observe trainee performance during practice and nesting activities
Provide individual coaching and constructive feedback
Identify learning gaps and reinforce key behaviors
Support trainees in meeting quality, attendance, and productivity expectations
Partner with Quality and Operations teams to support readiness for production
Document trainee progress and readiness milestones
Training Support & Continuous Improvement
Assist in updating training materials and job aids
Communicate trainee performance trends and knowledge gaps to leadership
Participate in calibration and readiness discussions
Support remediation and reinforcement sessions when needed
Maintain accurate attendance, progress tracking, and training records
Administrative Responsibilities
Track trainee attendance and participation
Complete required reporting and documentation
Maintain organized classroom and training resources
Follow compliance and audit documentation requirements

The Ideal Candidate

The ideal candidate is patient, organized, and comfortable presenting to groups in a structured learning environment. You communicate clearly, encourage participation, and help learners build confidence while reinforcing expectations and accountability.

You are dependable, adaptable, and able to balance instruction with coaching in a fast-paced contact center environment.

Qualifications
High School Diploma or equivalent required; Associate or Bachelor’s degree preferred
1+ years of training, coaching, or contact center experience required
Experience presenting information to groups
Strong verbal and written communication skills
Ability to facilitate classroom training for extended periods
Coaching and feedback skills
Strong organizational skills and attention to detail
Reliable attendance and professional accountability
Ability to learn and explain technical processes

Preferred Qualifications
Proficiency with Microsoft Office (PowerPoint, Excel, Word)
Familiarity with Banking, Healthcare, or Insurance environments
Experience supporting new hire onboarding
Experience tracking trainee performance metrics
General computer proficiency and troubleshooting ability

Work Environment
Full-time, onsite role
Fast-paced, production-driven contact center environment
M-F 9:00 AM – 5:30 PM; schedule flexibility may be required based on operational needs

Background & Screening Requirements

Because this role supports regulated financial services programs:
Candidates must successfully pass a financial services background check, which may include criminal history, employment verification, and credit review
Continued employment is contingent upon maintaining eligibility under banking compliance standards

At Fortuity we believe in our people, and in doing good business for the good of our community.

Fortuity is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.