Customer Service & Performance Trainer at Fairway All Brands Page – Little Rock, Arkansas

Contact Center Learning & Performance Manager

Work Location: This role will be 5 days a week IN-OFFICE Monday through Friday

Salary: Salary will be based on Fair market rates and total years of experience in a Corporate Training role.

Position Summary

The Customer Experience Performance Enablement Manager is responsible for building the capabilities that drive exceptional customer interactions and operational performance within the contact center. This role goes beyond traditional training delivery by identifying performance gaps, designing scalable learning solutions, and partnering with Operations leadership to improve agent effectiveness, engagement, and customer outcomes.

The role serves as a strategic link between Learning & Development, Quality Assurance, and Operations, translating business priorities and performance data into targeted capability-building initiatives that improve customer satisfaction, productivity, and employee retention.

Key Responsibilities

Performance Enablement Strategy

• Partner with Contact Center leadership to identify performance opportunities aligned with operational and customer experience goals
• Translate business metrics into targeted learning and performance solutions
• Develop scalable enablement programs that improve agent effectiveness across the employee lifecycle
• Drive a continuous learning culture within the contact center

New Hire Capability Development

• Design and lead structured onboarding programs that accelerate speed-to-proficiency
• Ensure new hires build both technical knowledge and customer interaction competencies
• Implement readiness assessments to confirm production preparedness
• Collaborate with supervisors to support successful transition into operational teams

Ongoing Performance Development

• Analyze QA results, operational KPIs, and Team member feedback to diagnose skill gaps
• Deliver targeted coaching programs, workshops, and reinforcement training
• Partner with leaders to embed coaching frameworks and best practices
• Support frontline leaders in developing their coaching effectiveness

Learning Design & Content Innovation

• Create modern, engaging learning experiences including:
  • simulations and role-based scenarios
  • digital learning assets
  • performance support tools and job aids
• Continuously update curriculum based on system, product, or policy changes
• Ensure compliance training meets regulatory and organizational standards

Measurement & Business Impact

• Track and report training effectiveness using operational and customer metrics including:
  • Quality scores
  • Average Handle Time (AHT)
  • First Contact Resolution
  • Employee retention and ramp time
• Measure enablement ROI and recommend continuous improvements
• Provide leadership with insights linking capability development to business outcomes

Cross-Functional Partnership

• Collaborate with Operations, QA, Workforce Management, and HR teams to align performance initiatives
• Support change management efforts related to new systems, processes, or customer programs
• Act as a trusted advisor to leaders on agent performance and development strategies

Success Profile

The successful candidate demonstrates:

• Strong facilitation and instructional design capability
• Data-driven problem solving and performance analysis skills
• Ability to influence without authority
• Operational understanding of contact center environments
• Passion for developing people and improving customer experiences