Vimo Inc
Senior Training and Performance Excellence Manager- Contact Center
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Job Description
- Req#: 319255
Employer Industry: Healthcare Services
Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely with periodic in-office and/or travel requirements
- Lead a team dedicated to enhancing customer service and performance excellence
- Engage in a culture of continuous improvement and accountability
- Collaborate cross-functionally to shape training strategies and operational excellence
What to Expect (Job Responsibilities):
- Develop and execute a comprehensive remote training strategy for a high-performing contact center
- Oversee the design and continual update of ACA-related training content
- Manage and mentor a team of training specialists and instructional designers
- Collaborate with leadership to align training initiatives with organizational goals
- Lead the design and delivery of blended learning solutions, ensuring training materials are current and impactful
What is Required (Qualifications):
- 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 and customer satisfaction
- Experience managing remote training teams and delivering engaging virtual instruction
- Strong organizational and project management skills with cross-functional initiative experience
- Instructional design certification and expertise in adult learning methodologies and e-learning tools
How to Stand Out (Preferred Qualifications):
- Demonstrated ACA Marketplace operations and regulatory compliance experience
- Bilingual English/Spanish preferred to support a diverse consumer base
- Familiarity with various learning platforms and technical fluency with systems training
- Experience working cross-functionally with Product, Engineering, or SaaS teams
#HealthcareServices #RemoteWork #TrainingDevelopment #CareerGrowth #CustomerExperience #ContinuousImprovement
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