Senior Trainer, Sales Enablement

Training (60%)

• Designs, develops, and facilitates onboarding and ongoing sales and customer service training programs to ensure knowledge retention and performance readiness.
• Assesses trainee capabilities through evaluations, testing, and call quality monitoring; provides direct coaching, performance feedback, and recommendations regarding readiness, additional training, or retention.
• Maintains training documentation, evaluations, and testing records; communicates trainee progress and performance milestones to leadership.
• Continuously reviews and enhances training materials, programs, and agendas based on performance data, business initiatives, and feedback.
• Partners with leadership and cross-functional teams to support policy, process, and technology changes and to pilot and roll out new tools used by agents.

Management Support (25%)

• Serves as a subject matter expert for Patient Services & Operations, supporting call flows, phone work, mentoring, and ongoing skill development.
• Identifies process improvement opportunities and provides recommendations to enhance operational effectiveness.
• Supports workforce administration responsibilities, including timekeeping oversight and attendance monitoring for assigned staff.

Recruiting & Onboarding (10%)

• Supports recruiting and hiring activities, including interview participation, candidate coordination, onboarding logistics, system access, and equipment setup.
• Coordinates training schedules, onboarding agendas, and related communications for new hires and leadership teams.

Culture & Engagement (5%)

• Plans and executes team engagement initiatives and special events; tracks participation and key milestones to support employee recognition and culture-building efforts.

• Instructional Design & Facilitation
  Designs and delivers effective, adult-learning-based training programs that improve sales performance, service quality, and knowledge retention; adapts content based on learner needs and performance data.
• Performance Coaching & Quality Management
  Evaluates performance through call monitoring, assessments, and metrics; provides actionable feedback and coaching to improve skills, ensure standards are met, and drive readiness and retention.
• Cross-Functional Collaboration & Influence
  Partners effectively with leadership, operations, recruiting, IT, and other stakeholders to align training, onboarding, and process improvements with business priorities and operational needs.
• Operational & Program Management
  Manages training programs, onboarding logistics, documentation, and administrative processes with strong organization, attention to detail, and accountability for outcomes.

• Bachelor’s degree.

• 5+ years of experiencein sales enablement, training, learning & development, sales operations, or a related field.
• 2+ years of experiencefacilitating instructor-led training and coaching in a sales, call center, or customer service environment.
• Demonstrated ability todesign, deliver, and evaluate training programs that improve performance and knowledge retention.
• Experience conductingcall monitoring, quality assurance, and performance coaching, with the ability to provide actionable feedback.
• Strong working knowledge ofsales processes, customer service standards, and call center metrics.
• Proven ability toanalyze performance data and use insights to improve training effectiveness.
• Experience partnering cross-functionally with leadership, operations, recruiting, and IT teams.
• Proficiency withCRM systems and LMS platforms.
• Strong communication, facilitation, and organizational skills.