Senior Training and Performance Excellence Manager- Contact Center

Job Details Job Location North Carolina - Charlotte, NC Remote Type Fully Remote Senior Training and Performance Excellence Manager- Contact 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. 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 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 & 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)

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