Family Contact Center Trainer

SilverAssist•Hendersonville, TN

1d•Remote

About The Position

The Contract Center Trainer is responsible for designing and delivering training programs that support the performance of our Family Advisor and support teams. This role owns the full training lifecycle: identifying needs, building content, facilitating sessions, and measuring results. Our Family Advisors help families find the right assisted living, memory care, or independent living community, often during periods of significant stress and urgency. The training built in this role needs to prepare them to do that work well.

Requirements

3 or more years of experience in corporate training, instructional design, or a learning and development role.
Experience administering an LMS; Salesably experience is strongly preferred.
Ability to build eLearning content using professional authoring tools.
Experience facilitating virtual training to varied audiences.
Able to translate complex information into clear, practical training content.
Organized, self-directed, and able to manage multiple projects simultaneously.

Nice To Haves

Experience in senior living, senior placement, or home care, including familiarity with the referral and placement process.
Background training advisors or sales teams in a consultative sales environment; experience with call center teams or fully remote employees is a plus.
ATD, CPLP, or similar certification.

Responsibilities

Design and develop training curricula covering new hire onboarding, sales skills, community and care-type knowledge, and compliance requirements.
Build eLearning modules, video lessons, job aids, and assessments using professional authoring tools and AI-assisted content development.
Partner with subject matter experts to develop accurate, learner-ready content.
Create scenario-based training that reflects real Family Advisor conversations, including initial assessments, community recommendations, objection handling, and placement decisions.
Administer the company LMS, managing course assignments, learning paths, user groups, and enrollment workflows.
Track learner progress, completion, and assessment results, leveraging data and AI tools to surface insights on training effectiveness, and report findings to leadership on a regular basis.
Facilitate virtual training sessions including new hire orientation, skills workshops, and team development.
Provide individual and small-group coaching to reinforce training and address skill gaps.
Partner with managers to identify performance trends and adjust training accordingly.
Maintain training records and ensure content meets Fair Housing Act and HIPAA requirements applicable to senior placement services.