GetInsured · 5 months ago
Senior Training and Performance Excellence Manager- Contact Center
Nashville, TN
Full-time
Hybrid
Senior Level
7+ years expGetInsured is seeking a strategic and innovative Senior Training & Performance Excellence Manager to lead the transformation of training for their fully remote contact center. This role involves designing, delivering, and continuously improving training programs to enhance customer service representative performance and ensure compliance with health coverage standards.
Health CareHealth InsuranceInsuranceSaaSSoftware
Responsibilities
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
Manage and mentor a team of training specialists, instructional designers, and facilitators
Provide coaching and performance evaluations to ensure team effectiveness
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
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
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
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
Qualification
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
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
Company
GetInsured
Leading provider of SaaS-based exchanges for state-based health insurance marketplaces. It is a sub-organization of Vimo.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2021-05-28Series Unknown
Leadership Team
S
Sanjeev Jorapur
Senior Vice President Of Engineering & Operations
Recent News
2025-10-09
Company data provided by crunchbase