Senior Training and Performance Excellence Manager- Contact Center

Category: Human Resources

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.
  • 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.
  • Ensure remote learning is engaging, practical, and scalable, leveraging tools like Zoom, Teams, LMS platforms, and virtual labs.
  • 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.
  • 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 and Adult Learning Expertise.
• Policy and Compliance Expertise.
• Operational Excellence.
• Strategic Planning and Execution.
• Leadership and Influence.
• Change Agility and Scalability.
• Analytical Mindset and Customer-First Focus on Quality.
• Empathetic Communication Excellence.
• Technology Fluency (AI, IVA, RPA, Agent Assist).

Location

• SC - Columbia, SC.
• Fully Remote.
• This is a remote position with periodic in-office and/or travel requirements.

About the Company

• At GetInsured, we value leaders who bring energy, empathy, and execution to every challenge.
• The right candidate for this role will inspire trust through clear and compassionate leadership, embrace feedback, and bring structure to ambiguity.
• They will thrive in a rapidly evolving environment and be passionate about advancing equity, quality, and access in public health systems.
• You’re not just a builder, you’re a bridge, connecting strategy to action, people to purpose, and systems to service excellence.
• The ideal candidate has a deep understanding of the Affordable Care Act, coupled with contact center performance standards, to drive both consumer satisfaction and operational excellence in full compliance with CMS and HIPAA standards.