Training & Development Senior Specialist (Vansant, Agency Employees Only)
About The Position
The Training & Development Senior Specialist plays a key role in strengthening staff development across the Customer Contact Center (CCC) by delivering high-quality training, creating complex instructional materials, and supporting both Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs with expert guidance. This position leads new hire training through instructor led sessions, simulations, and hands on practice while also developing and updating advanced curriculum, job aids, and scenario-based learning that reflect current policies and workflows. The Training & Development Senior Specialist serves as the primary point of contact for the Training Department when the supervisor is unavailable, collaborates with quality assurance, operations, and policy teams to address training needs, and contributes to continuous improvement efforts and special projects that enhance training accuracy and learner readiness. Join the Virginia Employment Commission (VEC) and be part of a mission-driven agency dedicated to supporting workers, strengthening communities, and promoting economic stability across the Commonwealth. We administer Virginia’s UI benefits program with a commitment to providing customer-centered, accessible, inclusive, and impactful services to support our shared mission: lifting up Virginia, one unemployed worker at a time. The VEC is also an integral part of a historic milestone as Virginia becomes the first state in the South to offer PFML. Our agency will be responsible for standing up and administering this new program, which will expand the vital support we provide for employees when they need it most.
Requirements
- Advanced understanding of UI and PFML program policies, eligibility rules, call center operations, adult learning principles, and multi system workflows used in training and service delivery.
- Strong facilitation, communication, curriculum development, coaching, documentation, and technical skills, including proficiency with training platforms, call center systems, and Microsoft Office tools.
- Ability to develop complex training content, support trainers, interpret program rules, manage multiple priorities, act as point of contact when the supervisor is unavailable, and support staff across UI and PFML programs.
Nice To Haves
- Experience in curriculum development or instructional design.
- Familiarity with call center QA tools, LMS platforms, and knowledge base systems.
- Experience in government, regulatory, or compliance driven environments.
Responsibilities
- Deliver high-quality training.
- Create complex instructional materials.
- Support both Unemployment Insurance (UI) and Paid Family Medical Leave (PFML) programs with expert guidance.
- Lead new hire training through instructor led sessions, simulations, and hands on practice.
- Develop and update advanced curriculum, job aids, and scenario-based learning that reflect current policies and workflows.
- Serve as the primary point of contact for the Training Department when the supervisor is unavailable.
- Collaborate with quality assurance, operations, and policy teams to address training needs.
- Contribute to continuous improvement efforts and special projects that enhance training accuracy and learner readiness.
Benefits
- Paid leave
- A minimum of 13 paid state holidays per year
- Medical, dental, vision, and life insurance options
- Retirement plans (including 401a Cash Match and 457 Deferred Compensation Plan for classified positions)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
