Call Center Project and Training Lead

Remote BPO Project Manager & Lead Trainer

Leading Edge Connections (LEC)

Position: 1099 Independent Contractor Location: Remote – Work From Home Compensation: $20.00–$23.00 per hour Industry: BPO / Customer Service / Remote Call Center Operations

Position Overview

Leading Edge Connections (LEC) is seeking an experienced and motivated BPO Project Manager & Lead Trainer to oversee the implementation, training, and ongoing support of third-party customer service and remote call center projects.

This individual will coordinate client project launches, train and develop remote customer service agents, monitor performance, and ensure operational readiness and quality standards.

The ideal candidate has experience in call center operations, project management, employee training, and customer service leadership.

Key Responsibilities

Project Management & Implementation

• Coordinate new client project launches and implementation.
• Develop project timelines, training schedules, and operational procedures.
• Coordinate agent onboarding, system access, and project readiness.
• Communicate project updates and progress to leadership and client representatives.
• Monitor project milestones and resolve operational challenges.

Lead Trainer & Agent Development

• Conduct new-agent onboarding and customer service training.
• Train agents on client products, services, policies, scripts, and procedures.
• Develop training materials, SOPs, and job aids.
• Provide coaching, refresher training, and performance feedback.
• Evaluate agent readiness before transitioning to live customer interactions.

Call Center Operations & Quality Assurance

• Monitor agent performance and customer service quality.
• Review calls, chats, tickets, and customer interactions when authorized.
• Track performance metrics, including CSAT, QA scores, FCR, AHT, and productivity.
• Identify training opportunities and recommend improvements.
• Assist with escalated customer service issues.

Remote Team Coordination & Reporting

• Facilitate virtual meetings and training sessions.
• Coordinate communication between agents, leadership, and clients.
• Maintain project documentation, training records, and performance reports.
• Identify workflow challenges and recommend operational improvements.

Qualifications & Experience

Required:

• High School Diploma or GED.
• 2–3+ years of experience in call center operations, customer service, BPO, or contact center management.
• Previous experience training, coaching, or supervising customer service representatives.
• Strong communication, organization, and leadership skills.
• Experience working with remote teams.
• Ability to manage multiple projects and meet deadlines.
• Proficiency with Microsoft Office, Google Workspace, and virtual collaboration tools.

Preferred:

• Experience as a Call Center Supervisor, Team Lead, Project Manager, or Training Manager.
• Experience with third-party BPO customer service programs.
• Knowledge of CRM platforms, call center software, ticketing systems, and quality assurance.
• Experience launching new client accounts and developing training programs.

Hardware, Software & Home Office Requirements

Applicants MUST have their own computer and home office setup meeting ALL requirements below.

Computer:

• Desktop or laptop only. No Chromebooks, MacBooks, iPads, netbooks, or tablets.
• Intel® Core™ i5 5200 series or greater.
• Minimum of 4 performance cores.
• Example: A 10-core processor with only 2 performance cores does NOT qualify.
• Minimum 8GB RAM.
• Windows 10 (64-bit) or higher.

Monitors:

• Minimum screen resolution of 1280 x 768.
• Dual monitors required.

Internet:

• Reliable, high-speed internet.
• Wired Ethernet connection directly to the router.
• Wi-Fi-only connections are not accepted.

Headset:

• Wired USB noise-canceling headset with microphone required.
• Wireless and Bluetooth headsets are not accepted.
• Applicants MUST use their wired USB headset during the interview.

Security:

• Updated antivirus software with a recent scan completed.
• Active computer firewall.

Important: All equipment requirements are mandatory. Applicants must have the required equipment available before interviewing and onboarding. Computer specifications and connectivity may be verified before project assignment.

1099 Independent Contractor Requirements

Contractors are responsible for:

• Providing their own computer, monitors, internet, and home office.
• Maintaining confidentiality of client and customer information.
• Providing agreed-upon project management and training services.
• Submitting invoices or time records according to the contractor agreement.
• Handling applicable taxes and personal business expenses.

Compensation

$20.00–$23.00 per hour , depending on experience and qualifications.

Join Leading Edge Connections and help us build stronger teams, deliver exceptional customer experiences, and support successful client partnerships.

Apply Today!

Pay: $20.00 - $23.00 per hour

Expected hours: 40.0 per week

Benefits:

• Flexible schedule

Work Location: Remote