Call Center Trainer

Porter is a fast-growing healthcare-technology and services company, built on the mission of simplifying and improving the care-at-home journey for patients and members. Leveraging advanced analytics, AI-driven tools, and a dedicated care-guide team, Porter delivers personalized care coordination, risk-adjustment support, and comprehensive member services — helping payers, providers, and members navigate complex care requirements with clarity and compassion. Porter stands at the forefront of care-coordination innovation, striving to deliver high-quality, efficient, and patient-centric support across the care continuum.

 

The Call Center Trainer supports the development, delivery, and ongoing improvement of training programs for call center agents and scheduling staff. This role focuses on preparing team members to manage inbound and outbound calls, follow healthcare-specific protocols, and consistently deliver excellent customer experience. Working closely with management, operations, and other training contributors, the trainer helps ensure training initiatives align with company standards, performance expectations, and compliance requirements.

 

·       Deliver new-hire onboarding and role-specific training covering systems, workflows, compliance requirements, and customer service expectations

·       Facilitate ongoing development sessions, upskilling workshops, and targeted coaching for both new and existing team members

·       Monitor agent performance, identify knowledge or skill gaps, and provide supplemental or remedial training as needed

·       Collaborate with management and training contributors to develop, refine, and update training materials, guides, scripts, and SOPs

·       Conduct role-playing exercises, mock calls, and scenario-based learning to support skill development and real-world readiness

·       Gather feedback from agents and supervisors to identify training needs and recommend improvements to training content or delivery

·       Maintain organized training documentation, including materials, attendance records, and performance-related coaching notes

 

·       2–4+ years of experience in call center operations, customer service, or training roles; healthcare, technology, or regulated industry experience preferred

·       Demonstrated ability to facilitate engaging and effective training sessions, both classroom-style and hands-on

·       Strong communication, presentation, and facilitation skills with the ability to motivate and support learners

·       Excellent attention to detail when working with scripts, compliance requirements, data security protocols, and quality standards

·       Comfortable working in a fast-paced environment with evolving priorities and regulatory constraints

·       Ability to analyze performance data and identify trends to recommend improvements to training or coaching approaches

·       Familiarity with call center technologies such as autodialers, CRMs, EHRs, and performance dashboards

·       Empathetic, patient, and supportive training style focused on building agent confidence and competence

·       Organized, proactive, adaptable, and committed to continuous learning and improvement