Sr. Contact Center Specialist

Sagaftra•Burbank, CA

About The Position

The SAG-AFTRA Health Plan and SAG-Producers Pension Plan provide health and retirement benefits to entertainment professionals and their dependents. The Plans are undergoing a transformation focused on creating a participant-inspired experience. The Senior Contact Center Specialist is a full-time senior individual contributor responsible for designing, delivering, and continually improving Contact Center training, knowledge resources, and processes within HBO. The role develops training curriculum and materials, manages the HBO knowledge library, supports representative onboarding and ongoing performance, and partners with cross-functional leaders on process and technology enhancements. It uses operational data, call-reason trends, system information, and other reporting to drive measurable improvements. The specialist also provides critical backup support to the HBO Supervisor and Process Analysts and serves as an operational partner to management on special projects and day-to-day Contact Center effectiveness.

Requirements

At least 5 years of progressive experience in a contact center, benefits administration, or related operations role.
Hands-on experience developing and delivering training.
Strong knowledge of contact center operations.
Ability to independently build training materials, talking points, and knowledge resources, using generative AI and content platforms to work efficiently.
Excellent verbal and written communication skills, including the ability to turn complex benefit and policy information into clear, usable content and talking points.
Advanced skills with Microsoft Office / Microsoft 365, including Word, Excel, PowerPoint, and Outlook.
Comfort with knowledge-management systems, learning platforms, and AI tools such as generative AI, copilots, and content tools.
Analytical mindset and ability to use data and AI insights to identify issues, measure training results, and recommend improvements.
Practical AI skills, including writing effective prompts and reviewing AI-generated content for accuracy, appropriateness, and compliance.
Strong attention to detail and commitment to accuracy and consistency.
Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced, high-volume environment with changing technology.
Collaborative approach and ability to work with frontline staff, supervisors, and leaders across teams on process and technology projects.
Ability to handle confidential and sensitive information securely and professionally.
Self-directed and proactive approach, with ownership of work that builds team capability and improves operations.

Nice To Haves

Bachelor's degree.
At least 2 years of experience in a lead, senior, or supervisory role.
Experience owning training curriculum, knowledge-base content, or process-improvement work.
Experience using operational data, AI tools, generative AI, or modern knowledge or learning platforms to improve processes and content.
Familiarity with AI agent-assist tools, knowledge-management systems, or learning technologies used in contact centers.

Responsibilities

Own the Contact Center training program, including new-hire onboarding, ongoing skill development, and refresher training.
Design and update curriculum, learning paths, job aids, and practice scenarios using evolving technology and learning platforms.
Identify training needs arising from policy, benefit, system, or process changes and deliver timely updates to representatives.
Lead new-hire and ongoing training, track trainee progress through readiness for production, and address post-training gaps.
Own and maintain the HBO knowledge library, including policies, procedures, FAQs, step-by-step guides, and reference materials.
Update knowledge content when benefits, policies, rules, systems, or processes change, working with other departments to ensure information is clear and correct.
Use knowledge platforms to draft, organize, tag, and maintain reliable, current content that representatives can find quickly.
Coordinate Contact Center quality reviews of calls and written inquiries for accuracy, consistency, and policy compliance, using AI transcription and scoring tools where available.
Provide targeted coaching and feedback based on quality findings and performance data, and serve as a resource for complex questions.
Review Contact Center data and quality trends to identify problems and opportunities for improvement.
Identify root causes of recurring operational issues and develop, test, and implement solutions with appropriate stakeholders.
Partner with department leaders, business owners, and technology teams to suggest, design, test, and launch process and system changes.
Lead or support testing, training, change communications, and rollout for new systems, tools, technology features, or process changes.
Develop and maintain reporting on training effectiveness, quality results, knowledge accuracy, and process-improvement outcomes, and present insights and recommendations to leadership.
Serve as a backup resource to the Supervisor and Process Analysts on operational initiatives and support department projects and other assigned priorities.
Perform other duties as assigned.