[Hiring] Training and Enablement Specialist @Century Support Services

Role Description

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.

Qualifications

• 5+ years of experience in training, learning and development, enablement, instructional design, or workforce development.
• Experience owning training programs, enablement initiatives, learning systems, or onboarding strategy preferred.
• 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.
• Experience with BPO or offshore team training is a strong advantage.
• Any equivalent combination of education, experience, and demonstrated skills that provide the required knowledge and abilities will be considered.

Requirements

• Own the delivery and evolution of Century's Customer Experience onboarding program.
• Deliver all new hire Customer Experience training 100% remotely via resources such as Microsoft Teams.
• Train alternating monthly cohorts: onshore new hires one month, BPO the next.
• 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.
• Conduct structured nesting support as agents transition into live production.
• Own and maintain training content in Century approved systems.
• Design and maintain scalable learning pathways, assessments, certifications, and reinforcement activities.
• Convert source documentation into structured trainer-ready content and job aids.
• Collaborate with CXE leadership and subject matter experts.
• Track trainee progress throughout the class lifecycle.
• Identify agents who may need additional support before or after graduation.
• Analyze onboarding and operational performance data across cohorts.
• Provide recommendations to CXE leadership on training delivery, methods, tools, and resources.
• Gather feedback from trainees, supervisors, and QA.
• Stay current on Century’s resources & tools.
• Develop and maintain training effectiveness metrics and reporting.
• Serve as the training and enablement subject matter expert for the Customer Experience team.
• Communicate regularly with the BPO management team.
• Support remedial or refresher training for tenured agents.
• Lead training and change-management efforts related to system implementations.
• Maintain transparent, proactive communication with the CXE leaders.

Benefits

• Ownership of training resources, knowledge systems, and enablement tools that improve agent performance and self-sufficiency.
• Consistent feedback from trainees that training was engaging, relevant, and practical.