Training & Development Specialist (Vansant

Title: Training & Development Specialist (Vansant)

State Role

Title:

Trainer and Instructor II

Hiring Range: Commensurate to $60,000

Pay Band: 4

Agency: Virginia Employment Commission

Location:VANSANT CCC

Agency Website:https://(Use the "Apply for this Job" box below)./

Recruitment Type: General Public - G

Job Duties

The Training & Development Specialist ensures the Customer Contact Centers (CCC) operate efficiently by delivering high-quality training that supports both Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs. This role develops and updates instructional materials, provides instructor led and virtual training for new hires, facilitates hands on practice and simulations, and offers daily coaching to prepare staff for multi-program call handling.

The specialist supports employees during nesting and production transitions, conducts call monitoring and skill reinforcement, and collaborates closely with Operations, QA, and Policy teams to keep training content accurate and aligned with program requirements. The incumbent will maintain strong knowledge of program policies and systems while continuously identifying opportunities to improve training delivery and learner engagement.

Join the Virginia Employment Commission (VEC) and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s UI benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer PFML.

Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.

We offer paid leave; a minimum of 13 paid state holidays per year; medical, dental, vision, and life insurance options; retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions); and are a federally recognized Public Service Loan Forgiveness (PSLF) employer.

If you’re motivated by public service, continuous improvement, and meaningful work that supports opportunity for all, the VEC is a place where your contributions matter!

Minimum Qualifications

Understanding of learning principles, policies, procedures, and workflows.

Strong facilitation, communication, curriculum development, coaching, documentation, and technical skills, including proficiency with training platforms and Microsoft Office tools.

Experience translating complex information and training utilizing clear instruction, adapting training methods to diverse learners, managing multiple training priorities, and supporting staff.

Additional Considerations

Familiarity with call center quality assurance tools, LMS platforms, and knowledge base systems.

Understanding of call center operational procedures.

Experience delivering training in a contact center environment.

Familiarity with UI, PFML, public benefit programs, and regulatory and compliance environments.

Ability to design scenario-based learning and simulations.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

This position is located within the Customer Contact Center in Vansant, VA. This is not a remote-work position.
Submission of an online application is required for this position. The VEC does not accept applications, résumés, cover letters, etc., in any other format. When applying for jobs, please ensure your online application and/or résumé are complete with duties and skills associated with your work experience.
The Virginia Employment Commission is committed to upholding our values in our employment opportunities across the Commonwealth to people from all backgrounds, including all races, ethnicities, genders, and abilities. We are an Equal Opportunity Employer/Program, and…