This anticipated position is contingent on contract award to TDB Communications. Hiring and the start date depend on award, contract requirements, and completion of applicable pre-employment steps. Applying does not guarantee employment or a start date.
About the opportunity
Prepare contact center employees to provide accurate, respectful assistance to residents navigating public benefits. TDB Communications is seeking a Training Manager for its proposed Contact Center program. You will own the learning program from initial onboarding through continuing development, partnering closely with operations, quality, knowledge management, and District subject-matter experts.
What you will do
- Develop and maintain training plans, curricula, job aids, assessments, and facilitator materials for contact center roles.
- Cover program information, scope of authority, systems, identity verification, telephonic signatures, privacy, accessibility, and customer-service skills.
- Plan new-hire classes, instructor assignments, system practice, nesting, remediation, and refresher training with operations and workforce management.
- Deliver or oversee instructor-led and virtual instruction using practical scenarios, demonstrations, and supervised application.
- Create readiness assessments and maintain completion and proficiency records before agents begin independent work.
- Analyze quality findings, repeat errors, policy changes, and learner feedback to identify and close performance gaps.
- Coordinate approved content changes with the Knowledge Base Manager and District owners so training reflects current guidance.
- Manage training specialists as assigned and report training capacity, completion, readiness, and effectiveness to program leadership.
Qualifications
Required qualifications
A bachelor’s degree and at least two years of experience managing documentation, knowledge management, or call center support. Strong writing, editing, organization, and stakeholder coordination skills, with the ability to explain detailed procedures accurately and maintain controlled content.
Preferred qualifications
Experience with public-benefits or government-service content; contact center knowledge platforms; content taxonomy, search analytics, and approval workflows; familiarity with Salesforce Knowledge or comparable tools and AI-supported knowledge retrieval.
Relevant experience (Healthcare, Medicaid, Medicare, SNAP, TANF, case worker, call center, etc.);