Sales advisor at Life Protect 24/7 providing medical alert services through phone interactions. Building rapport with customers and ensuring satisfaction during service calls.
GE
Hybrid Senior Training and Performance Excellence Manager – Contact Center
Posted 3 months ago
About the role
- Senior Training & Performance Excellence Manager leading training for a remote contact center. Focusing on customer service excellence and continuous improvement within the ACA Marketplace.
Responsibilities
- Lead the design, delivery, and continuous improvement of training programs for a high-performing contact center
- Develop and execute the design and deployment of a comprehensive remote training strategy
- Oversee the design and continual update of all ACA-related training content
- Ensure remote learning is engaging, practical, and scalable
- Manage and mentor a team of training specialists, instructional designers, and facilitators
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
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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