Senior Training and Performance Excellence Manager – Contact Center

November 2

🐎 Kentucky – Remote

Although this job is listed in Kentucky, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

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GetInsured

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SaaS • Healthcare Insurance • Government

GetInsured is a market-leading provider of cloud-based SaaS technology and services that enable state-based health insurance marketplaces and public-sector healthcare enrollment. The company delivers end-to-end exchange platforms, Enhanced Direct Enrollment (EDE) solutions, integrated consumer assistance/contact center operations, and implementation and project management for states and carriers. GetInsured focuses on secure, scalable cloud deployments and uses AI and integrations to improve consumer experience, enrollment workflows, and regulatory compliance across state-based marketplaces.

201 - 500 employees

Founded 2005

☁️ SaaS

⚕️ Healthcare Insurance

🏛️ Government

📋 Description

• Lead the design, delivery, and continuous improvement of training programs for a high-performing contact center • Ensure 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 • Oversee a remote training team, drive curriculum development, and work cross-functionally with Product, Platform, and QA teams • Collaborate closely with the QA team to identify performance gaps and continuously refine training programs • Ensure training content adheres to accessibility standards and accommodates diverse learning styles • Manage and mentor a team of training specialists, instructional designers, and facilitators • Represent the training function in executive discussions and with client partners as needed

🎯 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 • 401(k) matching • Professional development opportunities