GetInsured
Senior Training and Performance Excellence Manager- Contact Center
GetInsured, Nashville, Tennessee, United States, 37247
Overview
We’re seeking a strategic and innovative Senior Training & Performance Excellence Manager to lead the transformation of training for our fully remote contact center, with a strong emphasis on enhancing customer service representative (CSR) performance, fostering a culture of continuous improvement and accountability, and building capacity for complex scenario resolution and critical thinking in a fast-paced environment.
Key Responsibilities
Remote Learning Training Strategy & Development: Develop and execute the design and deployment of a comprehensive remote training strategy including onboarding, systems usage, modeling and coaching soft skills, complex case handling, documentation, compliance, and escalations.
ACA-related training content: Oversee the design and continual update of all ACA-related training content, including eligibility, enrollment, appeals, special enrollment periods (SEPs), premium tax credits, and state marketplace navigation.
Engagement and scalability: Ensure remote learning is engaging, practical, and scalable—leveraging tools like Zoom, Teams, LMS platforms, and virtual labs.
Performance outcomes: Oversee real-time new hire support and post-training interventions that drive performance enhancements to Average Handle Time, First Call Resolution, Customer Satisfaction Ratings and accurate service delivery metrics.
Accessibility and learning styles: Ensure training content adheres to accessibility standards and accommodates diverse learning styles.
Leadership & Team Management
Manage and mentor a team of training specialists, instructional designers, and facilitators.
Provide coaching and performance evaluations to ensure team effectiveness.
Strategic Training Leadership
Collaborate with leadership to develop a long-term vision and strategic roadmap for training at scale, aligning training initiatives with organizational goals and marketplace changes.
Drive change management efforts during periods of rapid policy or platform shifts, ensuring timely training readiness and stakeholder alignment.
Champion a culture of continuous improvement, feedback-informed design, and cross-functional accountability.
Represent the training function in executive discussions and with client partners as needed to ensure quality and consistency in service delivery.
Tech-Integrated Training Development
Serve as the primary training liaison to Product, Platform, and Implementation teams to stay ahead of system updates, new features, and automation changes.
Translate technical changes (AI, IVA, IVR, RPA, Agent Assist) into digestible training content with real-world application for CSRs.
Ensure every release, whether involving scripting tool decision trees (Yonyx), platform enhancements, or backend logic, has a corresponding training or job aid in place.
Cross-Functional Coordination
Regularly review QA dashboards, scorecards and performance trends in partnership with QA leads to proactively identify training interventions.
Participate in state-specific readiness planning to align training needs to client expectations.
Lead train-the-trainer efforts and knowledge transfer across departments.
Curriculum Oversight & Continuous Improvement
Lead the design and delivery of blended learning solutions (e-learning, instructor-led, virtual, microlearning).
Own the lifecycle of training content, build, audit, sunset, and evolve materials based on business need.
Establish training KPIs tied to operational performance (QA scores, First Call Resolution, complaints, AHT, escalation rates).
Foster a knowledge-first culture: real-time coaching, tight documentation, and feedback-informed updates.
Ensure training materials are current, impactful, and adaptable; built for real-world application and quick iteration in response to evolving business, technology, or policy demands.
Qualifications – Required
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
Qualifications – Preferred
Demonstrated ACA Marketplace operations and regulatory compliance (e.g., CMS, HIPAA, PII/PHI handling); Medicaid knowledge a plus.
Experience working cross-functionally with Product, Engineering, or SaaS teams
Bilingual English/Spanish preferred to support a diverse consumer base.
Experience with various learning platforms to include Microsoft\'s LMS365, Zensai, Canva and Articulate
Technical fluency with systems training with demonstrated experience with platforms such as NICE, Yonyx, Scorebuddy, or custom CRM/IVR tools
Prefer Metro Atlanta, GA based but others will be considered
Key Competencies
Training Strategy & Adult Learning Expertise
Policy & Compliance Expertise
Operational Excellence
Strategic Planning and Execution
Leadership & Influence
Change Agility & Scalability
Analytical Mindset & Customer-First Focus on Quality
Empathetic Communication Excellence
Technology Fluency (AI, IVA, RPA, Agent Assist)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Research, Analyst, and Information Technology
Industries
Technology, Information and Internet
Location Remote with periodic in-office and/or travel requirements.
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Key Responsibilities
Remote Learning Training Strategy & Development: Develop and execute the design and deployment of a comprehensive remote training strategy including onboarding, systems usage, modeling and coaching soft skills, complex case handling, documentation, compliance, and escalations.
ACA-related training content: Oversee the design and continual update of all ACA-related training content, including eligibility, enrollment, appeals, special enrollment periods (SEPs), premium tax credits, and state marketplace navigation.
Engagement and scalability: Ensure remote learning is engaging, practical, and scalable—leveraging tools like Zoom, Teams, LMS platforms, and virtual labs.
Performance outcomes: Oversee real-time new hire support and post-training interventions that drive performance enhancements to Average Handle Time, First Call Resolution, Customer Satisfaction Ratings and accurate service delivery metrics.
Accessibility and learning styles: Ensure training content adheres to accessibility standards and accommodates diverse learning styles.
Leadership & Team Management
Manage and mentor a team of training specialists, instructional designers, and facilitators.
Provide coaching and performance evaluations to ensure team effectiveness.
Strategic Training Leadership
Collaborate with leadership to develop a long-term vision and strategic roadmap for training at scale, aligning training initiatives with organizational goals and marketplace changes.
Drive change management efforts during periods of rapid policy or platform shifts, ensuring timely training readiness and stakeholder alignment.
Champion a culture of continuous improvement, feedback-informed design, and cross-functional accountability.
Represent the training function in executive discussions and with client partners as needed to ensure quality and consistency in service delivery.
Tech-Integrated Training Development
Serve as the primary training liaison to Product, Platform, and Implementation teams to stay ahead of system updates, new features, and automation changes.
Translate technical changes (AI, IVA, IVR, RPA, Agent Assist) into digestible training content with real-world application for CSRs.
Ensure every release, whether involving scripting tool decision trees (Yonyx), platform enhancements, or backend logic, has a corresponding training or job aid in place.
Cross-Functional Coordination
Regularly review QA dashboards, scorecards and performance trends in partnership with QA leads to proactively identify training interventions.
Participate in state-specific readiness planning to align training needs to client expectations.
Lead train-the-trainer efforts and knowledge transfer across departments.
Curriculum Oversight & Continuous Improvement
Lead the design and delivery of blended learning solutions (e-learning, instructor-led, virtual, microlearning).
Own the lifecycle of training content, build, audit, sunset, and evolve materials based on business need.
Establish training KPIs tied to operational performance (QA scores, First Call Resolution, complaints, AHT, escalation rates).
Foster a knowledge-first culture: real-time coaching, tight documentation, and feedback-informed updates.
Ensure training materials are current, impactful, and adaptable; built for real-world application and quick iteration in response to evolving business, technology, or policy demands.
Qualifications – Required
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
Qualifications – Preferred
Demonstrated ACA Marketplace operations and regulatory compliance (e.g., CMS, HIPAA, PII/PHI handling); Medicaid knowledge a plus.
Experience working cross-functionally with Product, Engineering, or SaaS teams
Bilingual English/Spanish preferred to support a diverse consumer base.
Experience with various learning platforms to include Microsoft\'s LMS365, Zensai, Canva and Articulate
Technical fluency with systems training with demonstrated experience with platforms such as NICE, Yonyx, Scorebuddy, or custom CRM/IVR tools
Prefer Metro Atlanta, GA based but others will be considered
Key Competencies
Training Strategy & Adult Learning Expertise
Policy & Compliance Expertise
Operational Excellence
Strategic Planning and Execution
Leadership & Influence
Change Agility & Scalability
Analytical Mindset & Customer-First Focus on Quality
Empathetic Communication Excellence
Technology Fluency (AI, IVA, RPA, Agent Assist)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Research, Analyst, and Information Technology
Industries
Technology, Information and Internet
Location Remote with periodic in-office and/or travel requirements.
#J-18808-Ljbffr