Training Specialist II

Urgently

1d•Remote

About The Position

The Training Specialist II will drive effective learning by creating and facilitating training programs that enhance employee and partner (BPO) performance across Urgently. This role bridges the gap between content design and delivery, supporting internal teams and BPOs by implementing dynamic, data-informed training that aligns with business goals and quality standards. The legacy of the Training Specialist will be a scalable, measurable training infrastructure across internal teams and external partners. Through hands-on delivery, partner collaboration, and data analysis, they will empower a workforce that is trained to perform, ready to adapt, and committed to high-quality service. The result? You helped Urgently become the world’s leading mobility assistance company.

Requirements

Collaborate closely with BPO trainers and leadership to align on expectations
Anticipate training needs across internal and partner teams
Provide regular updates to L&D leadership and escalate training risks when necessary
Demonstrate ownership of assigned projects, initiatives, and rollouts
Coach BPO or internal agents when necessary, during pilot sessions or escalations
Operate with integrity, urgency, and a “we’re in this together” mindset
Work fluidly across teams (L&D, Ops, QA, Product, and Partner Support)
Communicate effectively across time zones, cultures, and roles
Clearly document processes, timelines, and responsibilities
Understand how training quality and speed impact partner performance and SLA metrics
Manage multiple partner queues and priorities simultaneously
Recommend scalable solutions for repetitive training gaps or partner-specific needs
Comfortable using eLearning systems, Microsoft Office, and training design tools
Ability to interpret training data and translate insights into action
Ability to leverage AI tools to design and implement training solutions
Apply instructional design principles and Adult Learning Theory to develop impactful, learner-centered training
Assess learning needs, define performance outcomes, and build scalable training solutions that drive results
Develop content that aligns with business goals, supports behavior change, and enhances learner engagement
Skilled in creating blended learning programs, including eLearning, facilitator guides, job aids, and interactive materials
Tailor training content to diverse audiences and learning styles, ensuring accessibility and inclusion
Use data and feedback to iterate on and continuously improve training programs
Strong teaching and mentoring skills
High-level interpersonal and professional communication skills to work effectively with individuals and teams of staff with different levels of technical knowledge
Ability to assess priorities, exercise discretionary judgment, and negotiate for positive outcomes
Ability to use good judgment, make independent decisions and proactively problem solve
Utilize and manage e-learning systems to deliver training material live-online
Create a fun, safe, and engaging learning environment
2–4 years of experience in training or facilitation, preferably in BPO or CX environments
Strong understanding of Adult Learning Theory and real-world application
Experience training diverse audiences, including global teams or partner vendors
Comfort analyzing training effectiveness using performance or QA data
Willingness and ability to travel internationally (up to 15%)

Nice To Haves

Bachelor’s or Master’s degree in Education, Instructional Design, Curriculum & Instruction, or related field
Experience applying Adult Learning Theory to blended learning, instructional design, or coaching frameworks
Exposure to or experience using AI-powered tools (e.g., chatbots, content generation, adaptive learning) in training design or facilitation
Prior experience in a call center, customer service, or BPO setting
Familiarity with Microsoft Office tools (PowerPoint, Excel, Outlook, etc.)
Experience with Learning Management Systems (LMS) or learning technologies
Background in customer service training or performance enablement

Responsibilities

Deliver training to internal teams and BPO partners via live, virtual, and asynchronous formats
Lead new hire and upskill sessions
Adapt delivery to different learning styles, cultural nuances, and business functions
Monitor learner engagement and adjust pacing or methods as needed
Utilize LMS tools to deliver, track, and assess learning outcomes
Collaborate with the Instructional Designer to update, pilot, and scale training content
Provide feedback on content effectiveness and usability based on learner performance
Customize materials for BPO-specific processes, products, or client expectations
Serve as a point of contact for BPO trainers during launch or upskill programs
Track attendance, completions, and readiness metrics across all partner programs
Maintain training documentation and update materials as needed
Use QA results, surveys, and KPIs to assess training impact
Identify trends, knowledge gaps, and continuous improvement opportunities
Partner with QA Specialist to ensure training drives measurable behavior change
Ability to travel when needed
Ability to work overnight shifts when needed
Willingness to work live cases as our agents do in order to analyze where gaps within the operations, product, and/or training may be

Benefits

short term disability
long term disability
life insurance
three different medical plans to choose from
two dental plans
a vision plan
other valuable benefits
12 holidays off
unlimited paid time off
401(k) match (100% on the first 3% you contribute, then 50% of the next 2% you contribute, up to 4% total match)