Senior Learning Specialist & Instructional Designer - Call Center Training Lead

Job Description

Job Description

The Senior Learning Specialist & Instructional Designer (Senior LS/ID) 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 at scale. Beyond the call center, the Senior LS/ID also 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.

Leadership & Team Development

• 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.

Needs Assessment & Design

• 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.

Content Development

• 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.

Training Delivery

• 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.

Program Management & Reporting

• 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.

Requirements

• Bachelor's degree, or equivalent combination of education and experience.
• Required: 5+ years of hands-on experience training high-volume call center/contact center staff — including new-hire onboarding classes, nesting/production ramp, and ongoing upskilling for large or fast-moving cohorts. Deep, veteran-level knowledge of call center operations, metrics (e.g., AHT, QA scores, adherence), and workflows is a must.
• Required: Demonstrated leadership or team-lead experience — mentoring/coaching other trainers, leading calibration or quality-consistency efforts, or formally/informally leading a training team. This is a senior, near-team-lead-level role, not an individual-contributor-only position.
• Experience providing training support to Support Services and/or Sales teams is a plus but not required — this is a secondary, occasional responsibility, not a core qualification.
• Hands-on experience building e-learning content with authoring tools (Articulate 360 required; Camtasia, Vyond, or similar a plus).
• Strong working knowledge of adult learning methodologies and formal instructional design approaches (e.g., ADDIE, SAM), applied to high-volume, fast-paced training environments.
• Strong technology aptitude and comfort quickly learning new software/platforms.
• Required: Demonstrated, hands-on experience using AI tools as a core part of the instructional design workflow, such as:
• Generative AI assistants (e.g., ChatGPT, Claude, Microsoft Copilot) for drafting scripts, storyboards, assessment/quiz questions, and course outlines.
• AI-powered authoring features within tools like Articulate 360 (AI Assistant) to accelerate e-learning build.
• AI video/voiceover generation tools (e.g., Synthesia, Descript, ElevenLabs, or similar) for producing narrated or avatar-led training content without a full production team.
• AI-assisted editing/summarization tools for condensing SME interviews, technical documentation, or process guides into structured training content.
• Ability to evaluate new AI tools as they emerge and recommend/adopt those that improve training speed, quality, or personalization — this is a must-have, not a nice-to-have, especially given the pace and volume of call center onboarding this role supports.
• Pharmaceutical or healthcare industry experience preferred.
• Exceptional written and verbal communication skills, including public speaking/presentation skills.
• Proficiency in Microsoft Office Suite and standard LMS platforms.
• Ability to build cross-functional relationships and manage competing priorities in a fast-paced environment.
• Willingness to travel locally; occasional overnight/out-of-area travel may be required.

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire