Contact Center Trainer – Internal Learning Specialist

About the role

The Internal Trainer will design, deliver and evaluate learning solutions for Service Operations teams, focusing on contact‑center staff and supervisors. The role blends instructional expertise with business partnership to close performance gaps and drive measurable results.

Key responsibilities

• Deliver instructor‑led and technology‑enabled training sessions, providing real‑time feedback to participants and their supervisors.
• Partner with Service Ops leadership, business units and University personnel to identify learning needs and align training with strategic objectives.
• Manage all logistical aspects of training delivery, including classroom setup, LMS administration, scheduling, and coordination of guest speakers.
• Lead post‑training reviews, reporting on performance metrics, behavior observations and improvement recommendations.
• Serve as a subject‑matter expert for curriculum relevance, contribute to cross‑functional project teams, and drive continuous enhancements to learning programs.

Required profile

• Proven experience delivering training to supervisory and professional audiences, preferably in a contact‑center or service‑operations environment.
• Strong analytical mindset to assess performance gaps and measure learning impact.
• Excellent communication and facilitation skills, with the ability to influence behavior change.

Required skills

• Proficiency with Learning Management Systems (LMS) for content delivery and tracking.

What we offer

• Opportunity to work with a leading insurer serving millions of households across the United States.
• Collaborative environment focused on continuous improvement and professional development.