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Virtual/Remote Call Center Trainer

Work from Home, Remote, Virtual

Virtual/Remote Call Center Trainer

  • Call center: 2 years (Preferred)
  • Customer service: 2 years (Preferred)
  • Some Call Center Supervision: (Preferred)
ViaSource Solutions is a cloud-based contact center company with operations in the US, Honduras, and the Philippines. Projects span both inbound and outbound calling campaigns. We do customer service, customer care, surveys, lead generation, and some sales. We have clients in a variety of industries. ViaSource Solutions is a work-at-home “virtual” contact center company.
You will need a private QUIET home office equipped with a Windows 10 PC and a hardwired broadband connection.
We have an in-house recruiting team that utilizes an automated onboarding system that sources and prepares applicants for training workshops that you will conduct using GoToMeeting/Join Me. While we use a cloud-based call center platform for some campaigns, typically we have our agents log into the client systems. Soft skills must be reinforced, client systems and accompanying technology must be verified and taught and campaign specifics must be ingrained.
Agents have a nesting period that must be monitored and often additional material must be taught and/or reinforced.
Job Description
The trainer is responsible for delivering contact center training across multiple contact center projects/programs. In this position, you must demonstrate the ability to learn and retain a high level of content knowledge, understanding of adult learning principles, and have experience with training management.
The Trainer will support program goals and initiatives for performance by identifying performance gaps, causes of the performance gaps, and by providing suggested solutions to the Contact Center Project Managers. 
Pay and Benefits:
  • Great pay, based on the county in which you live.
  • The opportunity to work from the comfort of your home.
  • Leadership support to ensure success in a meaningful career.
  • Opportunities for promotion and career advancement into a global company
Essential Duties and Responsibilities:
  • Deliver training content with the following goals in mind: Complete and understandable systems training, provide sufficient practice time, ensure integrity and completeness of the information, and provide required job aids to gain full program knowledge.
  • Participate in Train the Trainer sessions with new contact center clients and develop the ongoing training plan for new hires.
  • Facilitate new hire and update training to ensure delivery is consistent and meets the needs of the program while maintaining control of the classroom environment and addressing trainee behavior.
  • Coordinate and administer practical examinations for new hire training classes to include tracking and documenting results and feedback provided.
  • Partner with contact center Supervisors, Managers, and QA team to drive performance and quality of service.
  • Provide recommendations for graduation and/or termination from new hire training.
  • Plan and coordinate internal training logistics and activities.
  • Track virtual classroom activities.
  • Maintain records of attendance, test results, performance issues in the classroom and nesting, quality monitor scores, and feedback in nesting. Make recommendations as appropriate.
  • Administer up-training sessions as needed.
  • Communicate training class progress to Contact Center Supervisors and Managers and Recruiting, as appropriate
  • Actively strive to develop strong working relationships with all contact center personnel.
  • Lead activities to ensure smooth operations of the training process.
Minimum Requirements:
  • two (2) to five (5) years of customer service, leadership, and training experience required.
  • Two (2) years of progressively responsible production/call center experience preferred.
  • U.S. Citizenship required
  • Regular experience with the delivery of virtual classroom training to 5-20 trainees using GoToTraining or other formal systems required. 
  • High level of initiative and enthusiasm about training and employee development
  • Ability to effectively communicate with multiple levels within the organization by phone and email. 
  • Professional demeanor and attitude
  • Project management, leadership, problem-solving, and organizational skills desired
  • Facilitation, presentation, and public speaking skills
  • Adaptability to change.
  • Ability to work independently.
  • PC Proficiency, especially MS products (Outlook,Word, Excel); experience with agent desktop lockdown software, data secure environments, VPN helpful.
Home Office Requirements:
  • Access to a hardwired broadband internet connection.
  • Internet speed of 20mbps or higher required (you can test this by going to www.speedtest.net)
  • Private work area and adequate consistent power source
  • Windows 10 Personal computer & headset with microphone; sorry, no Macs
Job Type: Full-time
  • Call center: 2-6 years (Required) 
  • Customer service: 2 years (Preferred)
  • Call center supervision: desired
Work Location:
  • Work fully remote
Company's website:
  • www.viasourceos.com

ViaSource Solutions, Inc. is currently accepting applications in the following states: 
































New Hampshire


Rhode Island


West Virginia





New Mexico


South Carolina







North Carolina






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