Operations Training Specialist, Contact Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete onboarding experience for new hires within designated operations teams, including program design, content development, classroom instruction, nesting coordination, job shadowing, and evaluation of floor readiness.

• Create and lead ongoing refresher courses, upskilling sessions, and training on process changes as business requirements evolve.

• Develop and maintain all training resources for assigned teams, including e-learning modules, facilitator manuals, presentations, knowledge assessments, role-playing scenarios, and evaluations.

• Manage operations-specific knowledge content within the knowledge management system, ensuring it is accurate and aligns with current policies, workflows, and product modifications.

• Evaluate the impact of training and knowledge regarding operational and product updates, proactively creating or revising materials to address these changes.

• Independently handle all program logistics: LMS administration, scheduling, managing rosters, coordinating Zoom sessions, and briefing subject matter experts (SMEs).

• Facilitate the involvement of SMEs and supervisors in training initiatives by providing clear guidance and contextual information to enhance their contributions.

• Assess training effectiveness through evaluation data, quality assurance results, nesting observations, and supervisor feedback, and take proactive steps to address any identified gaps.

• Create and uphold coverage plans and program documentation to ensure that training continuity is not reliant on the availability of a single individual.

• Collaborate with the broader Enablement team on knowledge management, learning and development initiatives, and operational content projects.

• Utilize AI-assisted tools to efficiently produce content while maintaining full accountability for the review and quality of all deliverables.

⛳️ Requirements

• Minimum of 3 years of experience in training, instructional design, or knowledge management, preferably in a contact center or customer service setting.

• Bachelor's degree required.

• Proven end-to-end ownership of training programs — demonstrating the ability to build, execute, and enhance programs without needing step-by-step guidance.

• Excellent project and time management skills, capable of handling multiple workstreams and deadlines simultaneously.

• Strong and proactive communication abilities, with experience in delivering training sessions both virtually and in-person.

• Familiarity with knowledge management systems, learning management systems (LMS), or other documentation tools.

• A collaborative approach, with the capacity to partner effectively across teams and departments.

• A proactive, ownership-oriented attitude toward managing training programs and knowledge resources.

• Understanding of instructional design principles and adult learning theories.

• Comfort with AI-assisted content development tools and a keen editorial sense regarding the quality and accuracy of outputs.

🏝️ Benefits

• Competitive salary range of $65,000 - $75,000, along with bonus opportunities and an equity package.

• Comprehensive medical, dental, and vision insurance.

• A 401k retirement savings plan.

• Paid vacation days and company holidays.

• Opportunity to make a meaningful impact at a rapidly growing mission-driven organization that is transforming healthcare in the U.S.