Training & Performance Support Specialist

Job Summary:

Provide ongoing learning and targeted skill support for existing agents while coordinating training logistics and records. Deliver refreshers, process updates, and structured remediation independently so employee development continues during new hire classes.

Primary owner of ongoing-agent training delivery, structured remediation and nesting support,

training scheduling coordination, LMS learner assignments, and consolidated completion

records.

Key Responsibilities:

Ongoing training and performance support

• Partner with Operations and Quality Assurance to identify recurring errors, knowledge gaps, and agents requiring structured skill development.
• Independently facilitate approved refresher, process-change, cross-training, and continuing education sessions in individual and small-group settings.
• Use approved learning materials and assessments to develop targeted support plans with defined skill objectives, practice activities, and follow-up dates.
• Document intervention results and coordinate follow-up with supervisors and Quality Assurance to determine whether skills are applied in production.

Nesting and delivery continuity

• Support nesting through guided practice, system navigation, approved resource use, and reinforcement of required processes.
• Coordinate with the Training Facilitator on learner gaps and with Operations on readiness and unresolved support needs.
• Maintain qualification to facilitate designated new hire curricula and provide scheduled backup coverage during absences or overlapping delivery needs.
• Escalate inaccurate or missing resources to the Instructional Designer and Curriculum Specialist; contribute examples and feedback for content revisions.

Training coordination and records

• Coordinate the training calendar with WFM and Operations, including agent release, session rosters, rooms, equipment, and access-readiness follow-up.
• Administer LMS learner enrollments and approved assignments; track completions, overdue requirements, and assigned certifications where applicable.
• Consolidate attendance, assessment, remediation, and completion records in accordance with organizational and client requirements; prepare training status reports.
• Log training requests, maintain the support backlog, escalate scheduling conflicts, and troubleshoot basic learner access or LMS issues with designated technical teams.

This is an instructional role with administrative responsibilities. The Instructional Designer and Curriculum Specialist owns original curriculum design, course structure, and published content. The Training Facilitator owns routine new hire classroom delivery. Supervisors retain routine coaching, performance management, and employment decisions; this role addresses defined knowledge and skill gaps and reports results.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Preferred Skills:

• At least two years of contact center or comparable customer service operations experience, including demonstrated proficiency with operational processes and systems.
• At least one year of training, coaching, mentoring, nesting support, or equivalent experience, with demonstrated ability to facilitate approved learning independently.
• Strong organization, recordkeeping, communication, analytical, and problem-solving skills; proficiency with Microsoft Office and ability to manage concurrent support requests.

Key Qualifications:

• Experience delivering refreshers or remediation, interpreting QA findings, coordinating training schedules, and maintaining LMS records.
• Experience supporting multiple programs and documenting individual skill development plans; relevant education or training certification.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.