Contact Center Training Supervisor

Long Home

Contact Center Training Supervisor overseeing training, coaching, and development of Contact Center employees. Ensuring consistent performance and exceptional customer experience with Long Home involvement.

Posted 6/29/2026full-timeSavage • Maryland • 🇺🇸 United StatesMid-LevelSenior💰 $53,000 - $57,000 per yearWebsite

About the role

Key responsibilities & impact

Lead new hire onboarding, classroom training, system training, and certification to ensure quality of service provided aligns with Long Home values.
Assist in coaching, developing and motivating agents to provide “world class” customer service and meet all KPIs.
Facilitate role-playing, objection handling, and sales skill development sessions.
Train teams on new products, processes, systems, Salesforce updates, and AI initiatives.
Work with Pulse Center management to oversee the day-to-day operations of the Pulse Center.
Ensure team compliance of use of appropriate contact tracking technologies.
Conduct call reviews, side-by-side coaching, and quality assurance coaching sessions.
Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
Report on agent performance, training opportunities and areas of improvement to management and provide resolutions.
Assist managers in providing verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
Maintain an environment that embodies the company’s Mission, Vision, and Values.
Remain in compliance and up to date on all company-wide live and digital training.
Successfully train and support rollouts of new products, processes, technology, and AI initiatives.
Perform other related duties as assigned.

Requirements

What you’ll need

Effective communication, both written and verbal.
Ability to manage and lead a team of performance-driven employees.
Strong coaching, mentoring, and employee development skills.
Ability to design, deliver, and facilitate engaging training programs.
Experience developing training materials, SOPs, scripts, and knowledge base documentation.
Strong analytical skills with the ability to identify performance trends and training opportunities.
Ability to evaluate Quality Assurance (QA) results and implement coaching plans.
Ability to generate and analyze reports to support decision making and problem solving.
Proficiency with Salesforce, Microsoft Office Suite, call center platforms, and learning technologies.
Ability to multitask, remain calm under pressure, manage stress and ensure team performance, especially during high-pressure periods, peak seasons and demanding customer situations.
Ability to work in a fast-paced professional environment.
Ability to instill and demonstrate company values, mission, and vision to others.
Experience leveraging AI-powered coaching, Quality Assurance (QA), and conversation intelligence platforms to improve agent performance.
Ability to adapt training programs as AI tools, business processes, and technologies evolve.
Experienced in presenting to groups.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Long Home Website LinkedIn All Job Openings 201 - 500 employees Founded 1945 👥 B2C B2C Long Home is a home improvement company specializing in residential roofing, bathroom remodeling (including bathtub-to-shower conversions and walk-in showers), and siding installations across multiple East Coast states. The company offers in-home design consultations, financing options, licensed installation teams, and industry-leading warranties, focusing on quality materials, craftsmanship, and customer satisfaction. Contact Center Training Supervisor Job not on LinkedIn 🔥 31 minutes ago 🏢 Savage – Onsite 💵 $53k - $57k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Call Center Representative Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Lead new hire onboarding, classroom training, system training, and certification to ensure quality of service provided aligns with Long Home values.
Assist in coaching, developing and motivating agents to provide “world class” customer service and meet all KPIs.
Facilitate role-playing, objection handling, and sales skill development sessions.
Train teams on new products, processes, systems, Salesforce updates, and AI initiatives.
Work with Pulse Center management to oversee the day-to-day operations of the Pulse Center.
Ensure team compliance of use of appropriate contact tracking technologies.
Conduct call reviews, side-by-side coaching, and quality assurance coaching sessions.
Monitor individual and team results through audit of quality assurance strategies and compliance with company policies.
Report on agent performance, training opportunities and areas of improvement to management and provide resolutions.
Assist managers in providing verbal and written performance feedback, including annual performance reviews, and follow the Long Home disciplinary action process, when applicable.
Maintain an environment that embodies the company’s Mission, Vision, and Values.
Remain in compliance and up to date on all company-wide live and digital training.
Successfully train and support rollouts of new products, processes, technology, and AI initiatives.
Perform other related duties as assigned. 🎯 Requirements
Effective communication, both written and verbal.
Ability to manage and lead a team of performance-driven employees.
Strong coaching, mentoring, and employee development skills.
Ability to design, deliver, and facilitate engaging training programs.
Experience developing training materials, SOPs, scripts, and knowledge base documentation.
Strong analytical skills with the ability to identify performance trends and training opportunities.
Ability to evaluate Quality Assurance (QA) results and implement coaching plans.
Ability to generate and analyze reports to support decision making and problem solving.
Proficiency with Salesforce, Microsoft Office Suite, call center platforms, and learning technologies.
Ability to multitask, remain calm under pressure, manage stress and ensure team performance, especially during high-pressure periods, peak seasons and demanding customer situations.
Ability to work in a fast-paced professional environment.
Ability to instill and demonstrate company values, mission, and vision to others.
Experience leveraging AI-powered coaching, Quality Assurance (QA), and conversation intelligence platforms to improve agent performance.
Ability to adapt training programs as AI tools, business processes, and technologies evolve.
Experienced in presenting to groups. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Training Material DevelopmentSOP CreationAnalytical SkillsPerformance Trend IdentificationCoaching Plan Implementation

Soft Skills

Effective CommunicationTeam LeadershipStress ManagementAdaptabilityPresentation Skills