Senior Training and Performance Excellence Manager- Contact Center

GetInsured

  • Charlotte, NC
  • Permanent
  • Full-time
  • 1 month ago
This website uses cookies to customize and improve your experience. If you are a California resident, you may be entitled to certain rights regarding your personal information. Additional information about our data collection practices and location specific notices is available on our privacy policy.XAccept CookiesThis website uses cookies to customize and improve your experience. If you are a California resident, you may be entitled to certain rights regarding your personal information. Additional information about our data collection practices and location specific notices is available on our privacy policy.XAccept CookiesSenior Training and Performance Excellence Manager- Contact CenterJob DetailsJob LocationNorth Carolina - Charlotte, NCRemote TypeFully RemoteSenior Training and Performance Excellence Manager- ContactWe'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.The Senior Training & Performance Excellence Manager is responsible for leading the design, delivery, and continuous improvement of training programs for a high-performing contact center. This individual ensures that 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 to consumers seeking health coverage through an Affordable Care Act (ACA) Marketplace or Medicaid programs. The successful candidate will bring aptitude and real-world experience preparing frontline teams to navigate high-volume calls, evolving policy, and real-time problem solving, all while leveraging modern tools and technology.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. MAGI Medicaid experience is a plus.You'll oversee a remote training team, drive curriculum development, and work cross-functionally with Product, Platform, and QA teams to ensure our agents are fully aligned with delivering excellence through customer service. You'll be required to collaborate closely with the QA team to identify performance gaps and continuously refine training programs, ensuring CSRs meet or exceed quality and productivity standards. The systems and tools agents rely on, including AI, Interactive Virtual Assistants (IVA), IVR, Robotic Process Automation (RPA), and Agent Assist capabilities, are shaping the next generation of contact center support and will help agents deliver accurate, empathetic, and high-quality results in every interaction.This is a remote position with periodic in-office and/or travel requirements.Key ResponsibilitiesRemote Learning Training Strategy & DevelopmentDevelop 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 escalationsOversee 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 labsOversee 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 metricsEnsure training content adheres to accessibility standards and accommodates diverse learning styles.Leadership & Team ManagementManage and mentor a team of training specialists, instructional designers, and facilitators.Provide coaching and performance evaluations to ensure team effectiveness.Strategic Training LeadershipCollaborate 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 DevelopmentServe as the primary training liaison to Product, Platform, and Implementation teams to stay ahead of system updates, new features, and automation changesTranslate technical changes (AI, IVA, IVR, RPA, Agent Assist) into digestible training content with real-world application for CSRsEnsure every release, whether involving scripting tool decision trees (Yonyx), platform enhancements, or backend logic, has a corresponding training or job aid in placeCross-Functional CoordinationRegularly 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 expectationsLead train-the-trainer efforts and knowledge transfer across departmentsCurriculum Oversight & Continuous ImprovementLead 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 needEstablish 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 - Required7+ years of experience in Training, Learning & Development, or Operations within a high-volume contact center environmentProven ability to design and implement training strategies that improve QA scores, first call resolution, customer satisfaction, and operational efficiencyExperience managing remote training teams and delivering engaging, virtual instructionFamiliarity with AI-powered tools such as Agent Assist, Co-Pilot, and Robotic Process Automation (RPA) within call center settingsStrong organizational and project management skills, with a demonstrated ability to drive cross-functional initiatives to completionInstructional design certification and expertise in adult learning methodologies and e-learning toolsData-driven mindset with the ability to interpret performance metrics and translate insights into targeted training interventionsQualifications - PreferredDemonstrated 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 teamsBilingual English/Spanish preferred to support a diverse consumer base.Experience with various learning platforms to include Microsoft's LMS365, Zensai, Canva and ArticulateTechnical fluency with systems training with demonstrated experience with platforms such as NICE, Yonyx, Scorebuddy, or custom CRM/IVR toolsPrefer Metro Atlanta, GA based but others will be consideredKey CompetenciesTraining Strategy & Adult Learning ExpertisePolicy & Compliance ExpertiseOperational ExcellenceStrategic Planning and ExecutionLeadership & InfluenceChange Agility & ScalabilityAnalytical Mindset & Customer-First Focus on QualityEmpathetic Communication ExcellenceTechnology Fluency (AI, IVA, RPA, Agent Assist)Apply Now" class=" central-validator input--dark-grey" aria-label="Legal First Name" required="required" value="">Legal First Name*" class=" central-validator input--dark-grey" aria-label="Legal Last Name" required="required" value="">Legal Last Name*" class=" input--dark-grey" data-parsley-type="email" aria-label="Email" minlength="1" required="required" value="">Email*" onpaste="return false;" autocomplete="off" class=" input--dark-grey" data-parsley-type="email" aria-label="Confirm Email" minlength="1" required="required" value="">Confirm Email*Phonearrow_drop_downsearchsearchNo results found.Do you consent to receiving text communications related to your job application via SMS from VIMO INC, which may include autodialed and automated messages, at the mobile number provided? 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