Top 3 Call center manager Jobs in Erie, Pa

Call Center Training and Performance Manager
Expivia Interaction Marketing Group Inc. —Erie, PA
- $40,000 - $45,000 a year
- Full-time
- Hybrid work
- Mid-level
- High school diploma or GED
- Supervising experience
- Paid training
- Paid holidays
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3d
Client Services Manager
Expivia Interaction Marketing Group Inc. —Erie, PA
- $45,000 - $50,000 a year
- Full-time
- Hybrid work
- Mid-level
- Office
- High school diploma or GED
- Paid training
- Paid holidays
Quick Apply
3d

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Help at Home —Erie, PA
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URBAN ENGINEERS INC —Erie, PA
Candidates must also have their own vehicle and have a valid driver’s license. Inspecting and documenting the field activities performed by the contractor daily…
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Call Center Training and Performance Manager

Expivia Interaction Marketing Group Inc. -
Erie, PA

Quick Apply

Job Details

Full-time
$40,000 - $45,000 a year
3 days ago

Benefits

Paid training
Paid holidays
Health insurance
Opportunities for advancement

Qualifications

High school diploma or GED

Full Job Description

Call Center Training & Performance Manager

Expivia Interaction Marketing Group, Inc. | Erie, PA | Hybrid (In-Office & Remote)
$40,000–$45,000 per year, based on experience

Expivia Interaction Marketing Group is looking for an energetic, organized, and results-driven Call Center Training & Performance Manager to help develop our employees from their first day of training through successful performance in production.

This hybrid leadership position combines employee training and development with hands-on contact center performance management. You'll lead new-hire training, coach and develop employees, monitor performance, and partner with Operations and leadership to ensure our teams are prepared to meet both company and client expectations.

We're looking for someone who genuinely enjoys developing people but also understands that great training should translate into confident employees, strong performance, and measurable results.

What You'll Do

Lead new-hire training and onboarding for assigned contact center programs
Deliver engaging in-person and virtual training on client requirements, systems, call handling, customer service standards, policies, and performance expectations
Monitor trainee participation, attendance, knowledge retention, and overall progress
Use assessments, role-playing, mock calls, and individualized coaching to identify and address areas where employees need additional support
Manage and support the transition from classroom training through nesting and into live production
Provide ongoing coaching, refresher training, and performance development for new and existing employees
Monitor key performance indicators, including quality, productivity, adherence, attendance, and client-specific KPIs
Analyze performance trends and develop targeted coaching or training plans to improve results
Partner with Operations and leadership to address performance concerns and improve overall program performance
Assist with new program launches, process changes, client updates, and the continued development of training materials and employee resources

What We're Looking For

High school diploma or GED required
Associate's or bachelor's degree preferred
Previous call center/contact center experience strongly preferred
Previous experience in training, coaching, supervision, or team leadership preferred
Strong understanding of contact center performance metrics and KPIs
Excellent communication, presentation, and interpersonal skills
Strong coaching skills with the ability to develop employees while maintaining accountability
Highly organized with strong problem-solving skills, attention to detail, and follow-through
Ability to analyze performance trends and turn them into actionable coaching and development
Ability to manage multiple priorities in a fast-paced environment
Ability to work effectively in both in-office and remote environments

Compensation & Benefits

$40,000–$45,000 annually, based on experience and qualifications.

Hybrid work environment
Medical insurance
Paid vacation
Paid holidays
Training and professional development
Opportunities for advancement and internal promotion

About Expivia

Expivia Interaction Marketing Group is an Erie-based customer experience and contact center company providing customized support solutions to organizations across a variety of industries.

We believe successful training goes beyond completing a class. It's about developing employees who are confident, capable, and prepared to deliver results for our clients.

If you're passionate about teaching, coaching, developing people, and turning that development into measurable performance, we'd like to hear from you.

Apply today to join the Expivia team.

Expivia Interaction Marketing Group, Inc. is an Equal Opportunity Employer.

Quick Apply

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call center manager jobs in erie, pa

Call Center Training and Performance Manager

Client Services Manager

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