JOB TITLE: Training and Enablement Specialist – CXE
DEPARTMENT: Customer Experience
REPORTING RELATIONSHIP: Director of Customer Experience
FLSA STATUS: Salary Exempt
JOB SUMMARY:
The Customer Experience Training and Enablement Specialist owns the design, delivery, and continuous improvement of Century’s Customer Experience training program for both onshore and BPO representative populations. This role is accountable for building scalable training infrastructure, strengthening agent readiness, and ensuring training content, tools, and performance measures directly support service level achievement, quality outcomes, and Customer Satisfaction (CSAT) goals.
Training is delivered 100% remotely via resources such as Microsoft Teams and Confluence. Classes typically alternate monthly between onshore new hires and BPO. The ideal candidate brings energy, virtual presence, and the ability to build genuine connections across both audiences — treating every learner as a full member of the Century team. This is a high-visibility role. The trainer’s fingerprints are on every representative who enters CXE production, and their effectiveness is measured in the performance, confidence, and retention of each graduating class.
WHAT SUCCESS LOOKS LIKE
A successful Customer Experience Training and Enablement Specialist at Century is measured by:
- Graduates who are production-ready and confident on Day 1 in thecallcenterqueue
- Passrates, knowledge check scores, and nesting performance that meet or exceed benchmarks
- CSAT scores and SLA adherence that reflect well-trained agents
- Ownershipof training resources, knowledge systems, and enablement tools that improve agent performance and self-sufficiency
- Consistent feedback fromtraineesthat training was engaging, relevant, and practical
DUTIES AND RESPONSIBILITIES
Training Delivery
- Own the delivery and evolution of Century's Customer Experience onboarding program, ensuring content, structure, andmethodologyprepare representatives for production success.
- Deliver all new hire CustomerExperiencetraining 100% remotely viaresources such asMicrosoft Teams, including screen sharing, breakout rooms, and live demonstrations ofCentury’s telephony solutionandotherinternal tools.
- Trainalternating monthly cohorts: onshore new hires one month, BPO the next — adapting communication style, examples, and pacing asappropriate foreach audience.
- Build rapport with BPO representatives and treat them with the same investment and care as onshore team members.
- Evaluate and implement learning methodologies, technology, and engagement strategies that improve knowledge retention and learner outcomes.
- Conduct structured nesting support as agents transition into live production.
Curriculum & Content Development
- Own andmaintaintraining content inCentury approved systems, ensuring materials are alwaysaccurate, up to date, and easy to navigate.
- Design andmaintainscalable learning pathways, assessments, certifications, and reinforcement activities that support long-term performance and development.
- Convert source documentation (policies, procedures, and workflow guides) into structuredtrainer-ready content and job aids with minimal lead time.
- Collaborate with CXE leadership and subject matter experts to ensure training reflects current policies, procedures, and client expectations.
- Evaluate opportunities to improve training effectiveness through automation, AI-enabled tools, digital resources, and knowledge management enhancements.
Performance & Quality
- Track trainee progress throughout the class lifecycle: knowledge check scores, participation, role play performance, and nesting observations.
- Identifyagents who may needadditionalsupport before or after graduation and flag concerns proactively to leadership.
- Analyze onboardingand operational performance data across cohorts (onshore and BPO) toidentifytrends, capability gaps, and opportunities to improve readiness, quality, CSAT, and retention.
- Provide recommendations to CXE leadership on trainingdelivery,methods, tools, and resources by assessing whatis driving results, what is falling short, and wherenew solutionscouldimprove learner readiness and performance.
- Gather feedback from trainees, supervisors, and QA to continuously refine the training experience.
- Stay current onCentury’s resources &toolsso training reflects real workflows.
- Develop andmaintaintrainingeffectivenessmetrics and reporting thatdemonstratethe impact of training on business performance.
Cross-Functional Partnership
- Serve as the training andenablementsubject matter expert for the Customer Experienceteam, influencing learning strategy, onboarding effectiveness, and workforce readiness initiatives.
- Communicate regularly with the BPO management team to coordinate scheduling, share trainee updates, and ensure continuity.
- Support remedial or refresher training for tenured agents as business needs arise.
- Lead training and change-management efforts related to system implementations, process improvements, operational initiatives, and business transformation efforts.
- Maintains transparent, proactive communication with the CXE leaders, including regular updates oncohortsprogress, risks, and resource needs--rather than surfacing issues only when asked.
KNOWLEDGE AND ESSENTIAL SKILLS
Virtual Training & Enablement
- Experienceleveraginglearning technology, knowledge management platforms, automation, AI tools, or digital enablement solutions to improve training outcomes.
- Comfortable evaluating and adoptingnew technologyto improve scalability, learner engagement, and operational readiness.
- Demonstrated ability to deliver engaging, high-energy training in a virtual environment — this is not a role for someone who reads slides.
- Comfortable witha virtualtraining platform: screen sharing, breakout rooms, video-on culture, and keeping remote learners actively engaged.
- Experience training or working with international or offshore teams is a strong plus; cultural awareness and clear communicationare essential.
- Ability to coach individual agents on performance gaps againstcallcentermetrics, while concurrentlyfacilitatinga live cohort; this includes balancing group instruction with real-time, individual support.
Technical Proficiency
- Proficient inaknowledge management/intranetplatform; able to create andmaintainstructured, navigable trainingcontentand job aides.
- Comfortable learning and training others on telephony platforms.
- Experience creating knowledge checks, quizzes, or assessments using digital tools.
- PreviousexperienceutilizingAI toassistwiththe creationof digital tools preferred.
- Proficiencyin Microsoft OfficeSuite/365isrequired.
Call Center & CX Knowledge
- Understanding of inboundcallcenteroperations, SLA metrics, and how front-line agent behavior drives CSAT outcomespreferred.
- Ability to translate complex policies and workflows into practical, agent-ready trainingpreferred.
- Familiarity with QA processes and howcallquality connects to training designrequired.
Interpersonal & Professional Skills
- High energy and genuine enthusiasm for developing people — this comes through on screen.
- Strong verbal and written communication skills; able to connect with a diverseworkforce.
- Organized and self-directed: able to manage class schedules, content updates, and trainee tracking with minimal oversight.
- Analyticalmindset:Usesdata from assessments, surveys, and production performance to improve training outcomes.
- Collaborative andlow-ego:Works well with supervisors, QA, and CXE leadership to align training with business needs
- Commitment to Century’s Core Values and culture of treating every team memberwith equalrespect and investment.
EDUCATION AND/OR WORK EXPERIENCE
- 5+ years of experience in training, learning and development, enablement, instructional design, or workforce development.
- Experience owning training programs, enablement initiatives, learning systems, or onboarding strategy preferred.
- Working knowledge of adult learning principles and instructional designmethodology;demonstratedability to independently design training content rather than execute pre-built curriculum only.
- Experience delivering training in a fully remote or virtual setting isrequired.
- Experience with BPO or offshore team training is a strong advantage.
- Any equivalent combination of education, experience, and demonstrated skills thatprovidethe required knowledge and abilities will be considered.
Requires 5+ years in training, learning and development, enablement, instructional design, or workforce development; virtual training experience; adult learning and instructional design knowledge; Microsoft Office proficiency.
Key Responsibilities
- delivering training
- developing curricula
- analyzing performance
Skills & Tools
Microsoft Teams, Confluence, Microsoft Office Suite, Microsoft 365
Job Details
- Category: Human Resources
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 60,000 – 90,000 / year
- Languages: English
About Century
A telecommunications company providing customer experience services and support. — Industry: Media and Communications