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Virtual Call Center Trainee Jobs in Tennessee (NOW HIRING)

Spry Methods

Training Specialist

Nashville, TN · On-site

Facilitate instructor-led, virtual, and hands-on training sessions for call center staff, supervisors, and team leads. * Develop and maintain training materials, including facilitator guides, job ...

hajoca

Sales and Leadership Trainee

Cowan, TN

... profit center management, or a variety of other career paths that suit your individual goals and ... call reports, customer contact files, and to analyze customer data.

hajoca

Sales and Leadership Trainee

Cowan, TN · On-site

... profit center management, or a variety of other career paths that suit your individual goals and ... call reports, customer contact files, and to analyze customer data.

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All JobsCall Center JobsVirtual Call Center Trainee JobsVirtual Call Center Trainee Jobs in Tennessee

Virtual Call Center Trainee information

What is a virtual call center trainee?

Virtual Call Center Trainees are individuals who are in the process of learning the skills and procedures needed to handle customer service or support calls remotely. These trainees typically undergo training on company policies, communication techniques, software systems, and problem-solving strategies. Their work is conducted entirely online, allowing them to assist customers from any location with internet access. The goal is to prepare them for a full role as virtual call center agents who can efficiently resolve customer inquiries and issues.

What are the key skills and qualifications needed to thrive as a virtual call center trainee, and why are they important?

To thrive as a Virtual Call Center Trainee, you need strong communication skills, basic computer proficiency, and typically at least a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, VoIP phone systems, and online chat platforms is commonly required. Active listening, patience, and problem-solving abilities help you stand out by effectively addressing customer needs and building rapport. These skills ensure efficient service delivery, customer satisfaction, and adaptability in a remote work environment.

What are some common challenges faced by virtual call center trainees and how can they be overcome?

Virtual Call Center Trainees often face challenges such as adapting to remote work technology, managing time independently, and quickly learning customer service protocols. To overcome these, it’s important to familiarize yourself with the call center’s software through training resources, establish a dedicated and quiet workspace, and proactively seek feedback from supervisors and peers. Building strong communication skills and staying organized will also help you handle a high volume of calls and deliver excellent customer service, which are key to advancing within the role.

What is the difference between Virtual Call Center Trainee vs Virtual Call Center Agent?

AspectVirtual Call Center TraineeVirtual Call Center Agent
CredentialsBasic training, onboardingCustomer service skills, sometimes certifications
Work EnvironmentTraining sessions, supervised environmentLive calls, independent work from home
Job RoleLearning and shadowingHandling customer inquiries, problem-solving

The Virtual Call Center Trainee is an entry-level position focused on training and skill development, often under supervision. In contrast, the Virtual Call Center Agent is responsible for managing customer interactions independently after training. Trainees are in a learning phase, while agents are active service providers. Both roles are essential in the call center industry, with trainees preparing for full agent responsibilities.

What are the most commonly searched types of Virtual Call Center jobs in Tennessee?

The most popular types of Virtual Call Center jobs in Tennessee are:

What are popular job titles related to Virtual Call Center Trainee jobs in Tennessee?

For Virtual Call Center Trainee jobs in Tennessee, the most frequently searched job titles are:

What job categories do people searching Virtual Call Center Trainee jobs in Tennessee look for?

The top searched job categories for Virtual Call Center Trainee jobs in Tennessee are:

What cities in Tennessee are hiring for Virtual Call Center Trainee jobs?

Cities in Tennessee with the most Virtual Call Center Trainee job openings:

Virtual Call Center Trainee jobs near you

Training Specialist

Spry Methods

Nashville, TN • On-site

Full-time

Posted 11 days ago

Job description

Company Overview
Spry Methods is a proven provider of mission-focused technology, cybersecurity, and program management solutions supporting critical Federal missions. We specialize in delivering integrated, high-impact solutions across cyber operations, enterprise resource management, and mission support services. Our culture emphasizes collaboration, accountability, and innovation - empowering our teams to deliver meaningful outcomes in complex, high-security environments.
Who We're Looking For (Position Overview)
We're looking for a dynamic Training Specialist who is passionate about developing people and helping teams perform at their best. The ideal candidate thrives in a collaborative environment, enjoys translating complex information into engaging learning experiences, and is committed to continuous improvement. You will partner with program leadership, supervisors, and technical subject matter experts to design, deliver, and enhance training programs that equip call center professionals with the knowledge and skills needed to provide exceptional support to government customers. If you're an engaging communicator, skilled facilitator, and motivated by helping others succeed, you'll fit right in at Spry.
What Your Day-To-Day Looks Like (Position Responsibilities)
As a Training Specialist, you will:
  • Design, develop, and deliver training programs supporting IT Call Center operations, including onboarding, technical, compliance, systems, and professional development training.
  • Conduct training needs assessments and partner with program leadership to identify skill gaps and develop targeted learning solutions.Facilitate instructor-led, virtual, and hands-on training sessions for call center staff, supervisors, and team leads.
  • Develop and maintain training materials, including facilitator guides, job aids, quick reference guides, e-learning content, video tutorials, and knowledge base resources.
  • Create and administer assessments, evaluations, and competency reviews to measure training effectiveness and learner readiness.
  • Manage new hire onboarding programs, ensuring personnel complete required training and validations before supporting live operations.
  • Develop and maintain training content for ServiceNow, AWS Connect, and other call center technologies.
  • Analyze performance metrics, quality assurance findings, and customer service trends to identify training opportunities and improve operational performance.
  • Maintain training records, certifications, compliance documentation, and training schedules.
  • Support knowledge management initiatives through the creation and maintenance of knowledge articles, process documentation, and reference materials.
  • Evaluate and continuously improve training programs based on learner feedback, assessment results, and operational outcomes.
  • Develop leadership and professional development training for supervisors and team leads.
  • Stay current on instructional design best practices, adult learning principles, and call center training methodologies.
  • Support business development and proposal efforts through training-related content development and documentation.

What You Need to Succeed (Minimum Requirements)
  • Bachelor's degree in Education, Instructional Design, Organizational Development, Communications, Information Technology, or a related field; equivalent experience may be substituted for a degree.
  • Minimum of three (3) years of experience in training, instructional design, learning and development, or workforce enablement within an IT call center, service desk, or IT services environment.
  • Experience designing, developing, and delivering training programs for technical support or customer service personnel, including onboarding, systems training, and ongoing professional development.
  • Experience creating training materials such as facilitator guides, participant workbooks, job aids, quick reference guides, e-learning content, and knowledge base resources.
  • Strong written and verbal communication skills with the ability to facilitate engaging and effective training sessions for diverse audiences.
  • Knowledge of adult learning principles and instructional design methodologies, including ADDIE, SAM, or similar frameworks.
  • Understanding of IT call center operations, including ticketing workflows, customer service best practices, SLAs, and performance standards.
  • Experience conducting training needs assessments and developing targeted learning solutions to address skill gaps and performance challenges.
  • Experience developing and administering training assessments, competency evaluations, and learner feedback mechanisms.
  • Advanced proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook.
  • Proficiency with Microsoft Teams, SharePoint, and other collaboration tools used to support training delivery and record management.
  • Strong organizational and project management skills with the ability to manage multiple training initiatives and deadlines simultaneously.
  • Ability to collaborate effectively with program leadership, supervisors, quality assurance teams, and technical subject matter experts.
  • Experience maintaining training records, tracking employee progress, and supporting training compliance requirements.
  • Ability to obtain and maintain any required customer security clearance.

Ideally, You Also Have (Preferred Qualifications)
  • Active Secret clearance or higher.Association for Talent Development (ATD) Certified Professional in Learning and Performance (CPLP) or similar training and development certification.
  • Experience with e-learning development tools such as Articulate Storyline 360, Adobe Captivate, or comparable instructional design platforms.
  • Experience administering Learning Management Systems (LMS), including course management, learner enrollment, completion tracking, and reporting.
  • ITIL Foundation certification or familiarity with IT service management principles and call center operations.
  • Experience developing and delivering virtual instructor-led training (vILT) using platforms such as Microsoft Teams, Zoom, or similar collaboration tools.
  • Experience creating video-based training content using tools such as Camtasia, Loom, or equivalent solutions.
  • Experience developing training programs for ServiceNow, AWS Connect, or other ITSM and contact center platforms.
  • Knowledge of Section 508 accessibility requirements and their application to training materials and e-learning content.
  • Familiarity with training evaluation methodologies, including Kirkpatrick's Four Levels of Evaluation or similar frameworks.
  • Experience supporting proposal development efforts through training program descriptions, capability narratives, past performance content, and instructional design support.

$65,000 - $72,000 a year
Compensation is determined based on relevant experience, technical qualifications, certifications, clearance level, and contract requirements.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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