Senior Learning Specialist & Instructional Designer - Call Center Training Lead

The Senior Learning Specialist & Instructional Designer (Senior LS/) is a senior, near-team-lead-level role built around deep, veteran-level expertise in high-volume call center training
, combined with real leadership responsibility. This person doesn't just deliver and design training — they set the standard for it: mentoring and coaching other trainers/Learning Specialists, driving consistency and quality across the call center training function, and owning the training strategy for new-hire onboarding, nesting/production ramp, and ongoing upskilling ond the call center, the Senior LS/ provides light, as-needed training support to Support Services and Sales — but call center depth and training leadership are the primary focus and area of true expertise.

• Serve as the senior point of expertise for call center training, providing mentorship, coaching, and quality feedback to other Learning Specialists/trainers on the team.
• Lead calibration sessions to ensure consistency in training delivery, content, and messaging across all call center trainers.
• Own and evolve the overall training strategy/roadmap for call center onboarding and upskilling, in partnership with L&D leadership and call center operations leadership.
• Act as the escalation point for complex training issues, cohort performance concerns, or content gaps raised by other trainers.
• Support the onboarding and ramp-up of new trainers/Learning Specialists joining the team.

• Serve as the organization's subject-matter expert on call center training — conduct needs assessments and instructional analyses to identify skill/knowledge gaps across high-volume call center cohorts (new hire, nesting, tenured/upskilling).
• Apply adult learning theory and instructional design best practices (e.g., ADDIE) to design training built for speed and scale: large-cohort onboarding, rapid ramp-to-production, and ongoing reinforcement for a high-turnover, high-volume environment.
• Provide light, as-needed training design support to Support Services and Sales when requested, partnering with those functional leaders/SMEs to build content — this is a secondary responsibility, not a core expectation of deep subject-matter expertise in those areas.

• Build e-learning modules, video/screen-capture tutorials, job aids, and other digital learning assets using tools such as Articulate 360 and screen-capture/simulation software (e.g., Camtasia or similar) — primarily to support call center onboarding and upskilling at scale, with occasional use for Support Services/Sales content.
• Maintain version control and consistency of training content and methods across all supported departments.
• Continuously evaluate and recommend new training approaches, technologies, and formats to improve development efficiency and learner engagement.

• Deliver high-volume call center training — new-hire onboarding classes, nesting/production ramp support, and ongoing skill-building — via in-person, virtual instructor-led (VILT), and self-study formats.
• Bring deep, practical knowledge of call center operations (call handling, scripts/workflows, QA standards, key performance metrics) to every training session, coaching cohort performance from day one through production readiness.
• Provide occasional training delivery support to Support Services and Sales when needed, but call center delivery remains the primary and most frequent responsibility.
• Respond quickly to evolving call center needs — new scripts, process changes, product updates, or seasonal volume spikes requiring rapid-turnaround training.

• Maintain required documentation for attendance, completion, and certification across all training programs.
• Track and report on learner progress, and maintain up-to-date training logs and records.
• Collaborate with internal stakeholders (Call Center/Patient Services leadership, Support Services, Sales leadership, Marketing) to prioritize and scope training solutions, with Call Center as the primary and most frequent partner.

• Bachelor's degree, or equivalent combination of education and experience.
• Required: 5…