Job
Description
The training Lead – CEC is responsible for designing, executing, and continuously improving training interventions that build the capabilities of customer-facing teams across all inbound and outbound touchpoints. The role ensures timely, effective, and scalable delivery of onboarding, process, product, compliance, and behavioral training for internal teams and outsourced partners. By aligning learning strategies with business goals and customer experience objectives, the Training Lead enables frontline teams to deliver consistent, empathetic, and compliant service in a dynamic and regulated health insurance environment. This role is critical to driving agent readiness, reducing errors, and elevating service quality and customer satisfaction across the centralized contact center ecosystem The Training Lead – Centralized Experience Center (CEC) plays a pivotal role in shaping the frontline capability and customer experience for one of the most critical functions in the organization — the contact center. As the company consolidates multiple service touchpoints into a centralized, multi-channel experience hub, the need for a unified, agile, and impactful training function is paramount. This role is responsible for ensuring that all customer-facing teams—across internal units and outsourced partners—are trained to deliver consistent, compliant, and empathetic service in a dynamic, regulated, and customer-centric environment. The Training Lead must align learning strategies with evolving business needs, regulatory updates, digital channel growth, and changing customer expectations. Success in this role requires a deep understanding of contact center operations, adult learning principles, strong cross-functional collaboration, and the ability to drive partner enablement at scale. Challenges Ensuring Speed, Scale & Standardization Amid Centralization: As multiple legacy centers and processes are unified under one CEC model, the Training Lead must deliver standardized training across varied geographies and partner ecosystems while maintaining speed and quality. Balancing rapid onboarding with consistent knowledge transfer and minimizing variation in agent performance is a key challenge. Driving Learning Effectiveness in a High-Churn, Fast-Moving Environment Contact centers typically face high agent attrition and frequent updates in processes, products, or regulations. Ensuring knowledge retention, continuous learning, and training ROI in such a fluid environment requires smart content design, frequent refreshers, and strong follow-through mechanisms. Partner Governance & Multi-Channel Capability Building With service delivery spread across outsourced partners and digital channels (chat, email, WhatsApp), ensuring consistent training quality and channel-specific skills across all touchpoints is complex. The Training Lead must implement governance practices, audit partner training quality, and ensure readiness for emerging CX platforms. Key Result Areas Supporting Actions Training Needs Identification & Planning Conduct regular training needs assessments (TNAs) in collaboration with Quality, Operations, Compliance, and Product teams. Develop an annual and quarterly training calendar covering onboarding, refreshers, process changes, and skill-building modules. Program Design & Delivery Design engaging, role-specific training programs that align with business and regulatory requirements. *Deliver training sessions through in-person, virtual, and blended formats; ensure consistency across locations and partners Partner Training Governance Ensure all external partner teams receive timely, standardized, and quality-assured training. Conduct periodic audits, evaluations, and calibrations to assess partner trainers' effectiveness and adherence to learning standards. Process & Product Readiness Ensure timely training deployment for new product launches, system/process updates, or regulatory changes. * Work closely with cross-functional teams to develop relevant content and update training materials promptly. Behavioral & Soft Skills Development Design and implement programs focused on empathy, active listening, complaint handling, and customer-first mindset. * Integrate real call examples, role-plays, and feedback loops to build frontline communication excellence. Learning Effectiveness & Impact Measurement Use pre/post-assessments, feedback surveys, and business KPIs (e.g., FCR, CSAT, quality scores) to measure training impact. *Drive continuous improvement using learning analytics and stakeholder feedback. Team & Trainer Development Coach and manage partner trainers; build a culture of high engagement and accountability. *Facilitate train-the-trainer sessions, skill certifications, and performance reviews for the training team. Stakeholder and Partner Management Build and maintain strong relationships with internal stakeholders, including senior leadership, operations, technology, and customer experience teams, to ensure alignment of goals and seamless execution. Collaborate with external partners, vendors, and technology providers to deliver innovative and cost-effective training and quality solutions. Negotiate and manage contracts with service providers, ensuring accountability and adherence to performance metrics. Act as a liaison between business units to integrate feedback and insights into training and quality strategies.
