Operations Training Specialist, Contact Center

🕒 Maio 10

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $65.000 - $75.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Representante de Call Center

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Sidecar Health

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2018

⚕️ Seguro de Saúde

Healthcare Insurance

A Sidecar Health é uma empresa de seguros de saúde que oferece seguro médico abrangente com preços transparentes e sem restrições de rede ou exigências de encaminhamento. Seu objetivo é dar aos funcionários o controle de sua saúde, proporcionando um orçamento claro para cuidados e permitindo que escolham qualquer médico, sem custos surpresa. Eles enfatizam o acesso a medicamentos prescritos sem limitações e a proteção para cuidados não planejados. A Sidecar Health também oferece preços transparentes e a opção de os membros economizarem dinheiro se encontrarem prestadores que cobrem menos do que o plano paga. Suas ofertas incluem planos de acesso individualizados e planos empresariais, garantindo que os membros sempre tenham a escolha de médicos qualificados.

Descrição

• Own the end-to-end new hire onboarding experience for assigned operations teams — program design, content creation, classroom delivery, nesting coordination, job shadowing, and floor readiness evaluation • Design and facilitate ongoing refresher, upskilling, and process change training as business needs evolve • Build and maintain all training materials for assigned teams — e-learning modules, facilitator guides, presentations, knowledge checks, role-play scenarios, and assessments • Own operations-specific knowledge content within the knowledge management system, ensuring accuracy and alignment with current policies, workflows, and product changes • Assess the training and knowledge impact of operational and product changes as they come through, and proactively develop or update materials to support those changes • Manage all program logistics independently: LMS administration, scheduling, roster management, Zoom coordination, and SME preparation and briefing • Coordinate SME and supervisor involvement in training programs — providing clear direction and session context so their contributions are set up for impact • Evaluate training effectiveness through assessment data, QA results, nesting observations, and supervisor feedback — and act on gaps proactively • Develop and maintain coverage plans and program documentation so training continuity is never dependent on a single person's availability • Collaborate with the broader Enablement team on knowledge management, L&D initiatives, and operational content projects • Use AI-assisted tools to develop content efficiently, with full accountability for review and quality of all outputs.

🎯 Requisitos

• 3+ years of experience in training, instructional design, or knowledge management, ideally within a contact center or customer service environment • Bachelor's degree • Demonstrated end-to-end ownership of training programs — you have built them, run them, and improved them without requiring step-by-step direction • Strong project and time management skills, with the ability to manage multiple workstreams and deadlines concurrently • Clear and proactive communication skills, with experience delivering training sessions virtually and in person • Familiarity with knowledge management systems, learning management systems (LMS), or other documentation tools • Collaborative mindset, with the ability to partner across teams and departments • A proactive, ownership-driven approach to managing training programs and knowledge resources • Knowledge of instructional design principles and adult learning methodologies • Comfort with AI-assisted content development tools and strong editorial judgment about quality and accuracy of outputs.

🏖️ Benefícios

• Competitive salary ($65,000 - $75,000) + bonus opportunity and equity package • Comprehensive Medical, Dental, and Vision benefits • A 401k retirement plan • Paid vacation and company holidays • Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S.