Contact Center Training Lead

Oklahoma City, OK

The Contact Center Training Lead position is responsible for training new employees/agents within the Contact Center. The primary focus will be to provide initial training for Customer Service Agents. The Training Lead Position will also conduct continuation training and train on any new systems or procedures. The Training Lead Position will be skilled in other departments to support training, continuation training and development within the contact center. They will also lead and work with other trainers and managers in course and/or content development. They will be responsible for the design, implementation and management of the Customer Engagement Knowledge Base.



  • Conduct training of all newly hired customer engagement agents for their role as a customer service agent –
  • Create new training material as needed
  • Update existing training material due to process or system changes
  • Coordinate the equipment set-up and classroom materials for classes
  • Execute the attendance policy by being the point of contact for call-ins by agents during training, manage time off requests & attendance tracker (only during training)
  • Conduct disciplinary meetings with the approval of the Training Manager
  • Administer knowledge checks to gauge what trainees have learned and what needs additional coaching
  • Provide coaching and guidance throughout training
  • Responsible for creation, organization, storage, and delivery of Customer Engagement documentation, or other operational documents as prescribed by the Manager of Contact Center Training
  • Ensure that all new systems and procedures are communicated to the Customer Service Team in a timely manner through training or documentation as necessary
  • Organize, lead, and/or participate in necessary meetings pertaining to new training requests
  • Work with the Customer Service team to identify post training opportunities for improvement (i.e. phone etiquette, proper use of tools, process, etc.)
  • Identify opportunities for skills improvement or continuation training within the department
  • Ability to assist Customer Service with in-bound calls when necessary
  • Take Customer Service in-bound calls to maintain their skill level and knowledge base
  • Other duties as assigned



  • Education:
  • HS Diploma or equivalent required
  • Experience:
  • Experience working in a team-oriented, collaborative or call center environment
  • 3+ years of classroom training experience
  • 3+ years of leadership experience that includes supervisory duties that include coaching & development, disciplinary/performance and planning
  • Must not currently be on any performance or attendance program



  • Skills:
  • Hard skills: Computer Skills, Microsoft Office, Customer Service Software, Typing (60+ wpm)
  • Soft Skills: Excellent written/verbal communication, customer service oriented, ability to learn quickly, self-motivated, team player, attention to detail, thorough follow-up, and ability to effectively multitask/prioritize in a high stress environment
  • Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping
  • Occasional lifting up to 25 pounds
  • Manual dexterity sufficient to operate a computer keyboard and calculator
  • Requires normal range of hearing and vision


Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly.

The Love’s Family of Companies includes:

  • Gemini Motor Transport, one of the industry’s safest trucking fleets
  • Speedco, the light mechanical and trucking service specialists
  • Musket, a rapidly growing, Houston-based commodities supplier and trader
  • Trillium, a Houston-based alternative fuels expert

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