Technical Risk Analyst identifying risks related to technology infrastructure at Navy Federal. Collaborating with teams to develop risk management strategies against cyber threats.
GE
Hybrid Senior Training and Performance Excellence Manager – Contact Center
Posted 5 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
Senior Technical Risk Analyst responsible for identifying and mitigating technical risks for the organization. Collaborates with teams to ensure compliance and develop risk management strategies.
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