Virtual Training Facilitator I

a Koniag Government Services company, is seeking a dedicated and experienced Training Specialist to support the development, delivery, and continuous improvement of training programs for our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an enthusiastic and learner-centered training professional with demonstrated experience designing and delivering engaging, effective training programs in a structured IT call center or government services environment. They bring strong instructional design skills, a dynamic and adaptable facilitation style, and a genuine passion for developing the knowledge, skills, and performance capabilities of call center staff at all levels. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Responsibilities The Training Specialist will be responsible for the design, development, delivery, and continuous improvement of comprehensive training programs supporting IT Call Center operations. This individual will work closely with the Call Center Operations Manager, program leadership, supervisors, and subject matter experts to assess training needs, develop instructional content, facilitate training sessions, and evaluate training effectiveness to ensure all call center staff are equipped with the knowledge, skills, and tools needed to deliver exceptional IT support services to government end users. Design, develop, and maintain a comprehensive suite of training programs, curricula, and instructional materials supporting IT Call Center operations, including new hire onboarding training, role-specific skills training, systems and tools training, compliance and policy training, and ongoing professional development programs.

Conduct thorough training needs assessments in collaboration with the Call Center Operations Manager, supervisors, and program leadership to identify knowledge gaps, performance deficiencies, and emerging training requirements across all call center staff roles and levels.

Facilitate engaging and effective training sessions for new hire call center agents, supervisors, and team leads, utilizing a variety of instructional methods including instructor-led training, virtual training, e-learning, hands-on simulation, role-playing exercises, and blended learning approaches.

Develop and maintain comprehensive training materials including facilitator guides, participant workbooks, job aids, quick reference cards, e-learning modules, video tutorials, and knowledge base training articles that support both initial and ongoing learning needs.

Develop and administer training assessments, knowledge checks, and competency evaluations to measure training effectiveness, validate learner comprehension, and identify areas requiring additional instruction or reinforcement.

Coordinate and manage the new hire onboarding training program, ensuring all new call center staff complete required training activities, system access setup, and competency validations prior to being assigned to live call handling responsibilities.

Collaborate with the ServiceNow Administrator/Developer and AWS Connect Administrator to develop and maintain platform-specific training materials and user guides for the ServiceNow ITSM platform, AWS Connect contact center system, and other call center technology tools and applications.

Partner with quality assurance staff and call center supervisors to analyze call monitoring data, ticket quality scores, and performance metrics to identify recurring skill gaps or knowledge deficiencies and develop targeted training interventions that address root causes.

Maintain accurate training records, completion tracking, and certification documentation for all call center staff, ensuring training compliance requirements are consistently met and training records are readily accessible for audit and reporting purposes.

Develop and maintain a training calendar, scheduling and coordinating all training sessions, refresher courses, and professional development activities in alignment with call center operational schedules and staffing requirements.

Support the development and maintenance of the program's knowledge management framework by creating, reviewing, and updating knowledge base articles, process documentation, and reference materials that support ongoing staff learning and performance support needs.

Evaluate training program effectiveness using established metrics including assessment scores, learner feedback surveys, post-training performance data, and supervisor observations, continuously refining training content and delivery approaches based on evaluation findings.

Stay current on adult learning theory, instructional design best practices, e-learning development trends, and IT call center training methodologies, proactively identifying opportunities to enhance the program's training capabilities and learner experience.

Support the development and delivery of specialized training programs for call center supervisors and team leads, including leadership development, coaching skills, performance management, and operational tools training.

Contribute to business development activities as needed, including supporting proposal efforts with training program descriptions, instructional design capability narratives, and relevant past performance documentation.

Required Education and Experience Bachelor's degree in Education, Instructional Design, Organizational Development, Communications, Information Technology, or a related field from an accredited college or university. 3+ years of experience in a training, instructional design, or learning and development role within an IT call center, service desk, or IT services environment.

Demonstrated experience designing, developing, and delivering training programs for call center or IT support staff, including new hire onboarding, systems training, and ongoing skills development programs.

Experience developing a variety of training materials including facilitator guides, participant workbooks, job aids, and e-learning content.

Preferred Prior experience supporting training and instructional design functions within a federal government contracting environment.

Experience developing and delivering training programs for IT call center or service desk staff supporting a federal government customer.

Familiarity with e-learning authoring tools such as Articulate Storyline, Adobe Captivate, or equivalent platforms for the development of self-paced online training modules.

Experience with Learning Management System (LMS) administration and training record management.

Required Skills And Competencies Strong communication skills in English – both written and oral – with exceptional presentation and facilitation skills and the ability to deliver engaging, clear, and effective training to diverse audiences including frontline call center agents, supervisors, and program leadership.

Demonstrated instructional design skills with the ability to apply adult learning theory and systematic instructional design methodologies such as ADDIE or SAM to the development of effective, learner-centered training programs and materials.

Proficiency in developing a comprehensive range of training materials including facilitator guides, participant workbooks, quick reference cards, job aids, and knowledge base training articles using Microsoft Office Suite and equivalent tools.

Strong understanding of IT call center operations, including call handling procedures, ITSM ticketing workflows, SLA requirements, and customer service standards, with the ability to translate operational knowledge into effective training content.

Demonstrated ability to conduct training needs assessments, analyze performance data and quality monitoring findings, and develop targeted training interventions that address identified knowledge gaps and skill deficiencies.

Experience developing and administering training assessments, competency evaluations, and learner feedback surveys, with the ability to analyze evaluation data and use findings to continuously improve training programs.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint for training material development, training record management, and program communication.

Strong organizational and project management skills with demonstrated ability to manage multiple training development and delivery assignments simultaneously, maintain accurate training records, and meet deadlines in a fast-paced operational environment.

Collaborative and relationship-oriented work style with the ability to build effective working partnerships with call center supervisors, subject matter experts, operations staff, and program leadership to gather content inputs and support training program delivery.

Ability to obtain and maintain a government security clearance as required.

Desired Skills And Competencies Active government security clearance (Secret or higher).

Association for Talent Development (ATD) Certified Professional in Learning and Performance (CPLP) or equivalent learning and development certification.

Proficiency in e-learning authoring tools such as Articulate Storyline 360, Adobe Captivate, or equivalent platforms for the development of interactive, self-paced online training modules.

Experience administering and managing a Learning Management System (LMS) including course uploads, learner enrollment, completion tracking, and training report generation.

ITIL Foundation certification or demonstrated familiarity with ITIL service management principles and IT call center operational concepts as they apply to training content development.

Experience developing virtual instructor-led training (vILT) programs and leveraging virtual training platforms such as Microsoft Teams, Zoom, or equivalent tools for remote and hybrid training delivery.

Familiarity with video-based learning content development tools such as Camtasia, Loom, or equivalent platforms for the development of tutorial and demonstration videos.

Experience developing training programs for ServiceNow, AWS Connect, or equivalent ITSM and cloud contact center platforms used in an IT call center environment.

Knowledge of Section 508 accessibility standards and their application to training material and e-learning content development.

Familiarity with Kirkpatrick's Four Levels of Training Evaluation or equivalent training evaluation frameworks for measuring and demonstrating the impact of training programs on learner performance and operational outcomes.

Experience supporting business development efforts including training program descriptions, instructional design capability narratives, and past performance documentation for government contract proposals.

Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at View email address on click.appcast.io Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of KGS, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. Equal Opportunity Employer/Veterans/Disabled.