Customer Experience Analyst at Fiserv implementing CX strategies and generating actionable insights for better client support. Collaborating across teams and preparing executive presentations based on data analyses.
GE
Hybrid Senior Training and Performance Excellence Manager – Contact Center
Posted 3 months ago
About the role
- Senior Training & Performance Excellence Manager at GetInsured, enhancing training for remote contact center teams. Responsible for continuous improvement of training programs in alignment with ACA standards and operational goals.
Responsibilities
- Lead the design, delivery, and continuous improvement of training programs for a high-performing contact center
- Ensure all customer service representatives (CSRs), team leaders, and support staff are equipped with the knowledge, skills, and tools needed to deliver accurate, compliant, and empathetic service
- Oversee the design and continual update of all ACA-related training content
- Manage and mentor a team of training specialists, instructional designers, and facilitators
- Represent the training function in executive discussions and with client partners as needed to ensure quality and consistency in service delivery
Requirements
- 7+ years of experience in Training, Learning & Development, or Operations within a high-volume contact center environment
- Proven ability to design and implement training strategies that improve QA scores, first call resolution, customer satisfaction, and operational efficiency
- Experience managing remote training teams and delivering engaging, virtual instruction
- Familiarity with AI-powered tools such as Agent Assist, Co-Pilot, and Robotic Process Automation (RPA) within call center settings
- Strong organizational and project management skills, with a demonstrated ability to drive cross-functional initiatives to completion
- Instructional design certification and expertise in adult learning methodologies and e-learning tools
- Data-driven mindset with the ability to interpret performance metrics and translate insights into targeted training interventions
Benefits
- Fully Remote
- Flexible work hours
- Opportunities for growth and development
- Access to modern training and technology tools
Job title
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Experience level
Salary
Not specified
Degree requirement
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