Training and Enablement Specialist - CXE

Century Support Services• US,

3d•$60,000 - $90,000•Remote

About The Position

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.

Requirements

Experience leveraging learning technology, knowledge management platforms, automation, AI tools, or digital enablement solutions to improve training outcomes.
Comfortable evaluating and adopting new technology to 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 with a virtual training 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 communication are essential.
Ability to coach individual agents on performance gaps against call center metrics, while concurrently facilitating a live cohort; this includes balancing group instruction with real-time, individual support.
Proficient in a knowledge management/intranet platform; able to create and maintain structured, navigable training content and job aids.
Comfortable learning and training others on telephony platforms.
Experience creating knowledge checks, quizzes, or assessments using digital tools.
Proficiency in Microsoft Office Suite/365 is required.
Understanding of inbound call center operations, SLA metrics, and how front-line agent behavior drives CSAT outcomes preferred.
Ability to translate complex policies and workflows into practical, agent-ready training preferred.
Familiarity with QA processes and how call quality connects to training design required.
High energy and genuine enthusiasm for developing people — this comes through on screen.
Strong verbal and written communication skills; able to connect with a diverse workforce.
Organized and self-directed: able to manage class schedules, content updates, and trainee tracking with minimal oversight.
Analytical mindset: Uses data from assessments, surveys, and production performance to improve training outcomes.
Collaborative and low-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 member with equal respect and investment.
5+ years of experience in training, learning and development, enablement, instructional design, or workforce development.
Working knowledge of adult learning principles and instructional design methodology; demonstrated ability to independently design training content rather than execute pre-built curriculum only.
Experience delivering training in a fully remote or virtual setting is required.

Nice To Haves

Previous experience utilizing AI to assist with the creation of digital tools preferred.
Experience owning training programs, enablement initiatives, learning systems, or onboarding strategy preferred.
Experience with BPO or offshore team training is a strong advantage.

Responsibilities

Own the delivery and evolution of Century's Customer Experience onboarding program, ensuring content, structure, and methodology prepare representatives for production success.
Deliver all new hire Customer Experience training 100% remotely via resources such as Microsoft Teams, including screen sharing, breakout rooms, and live demonstrations of Century’s telephony solution and other internal tools.
Train alternating monthly cohorts: onshore new hires one month, BPO the next — adapting communication style, examples, and pacing as appropriate for each 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.
Own and maintain training content in Century approved systems, ensuring materials are always accurate, up to date, and easy to navigate.
Design and maintain scalable learning pathways, assessments, certifications, and reinforcement activities that support long-term performance and development.
Convert source documentation (policies, procedures, and workflow guides) into structured trainer-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.
Track trainee progress throughout the class lifecycle: knowledge check scores, participation, role play performance, and nesting observations.
Identify agents who may need additional support before or after graduation and flag concerns proactively to leadership.
Analyze onboarding and operational performance data across cohorts (onshore and BPO) to identify trends, capability gaps, and opportunities to improve readiness, quality, CSAT, and retention.
Provide recommendations to CXE leadership on training delivery, methods, tools, and resources by assessing what is driving results, what is falling short, and where new solutions could improve learner readiness and performance.
Gather feedback from trainees, supervisors, and QA to continuously refine the training experience.
Stay current on Century’s resources & tools so training reflects real workflows.
Develop and maintain training effectiveness metrics and reporting that demonstrate the impact of training on business performance.
Serve as the training and enablement subject matter expert for the Customer Experience team, 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.
Maintain transparent, proactive communication with the CXE leaders, including regular updates on cohort progress, risks, and resource needs--rather than surfacing issues only when asked.