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Responsibilities
YOUR MISSION: 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.YOUR LEGACY: 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.WHAT YOU’LL BE RESPONSIBLE FOR:Training Delivery & FacilitationDeliver training to internal teams and BPO partners via live, virtual, and asynchronous formatsLead new hire and upskill sessionsAdapt delivery to different learning styles, cultural nuances, and business functionsMonitor learner engagement and adjust pacing or methods as neededUtilize LMS tools to deliver, track, and assess learning outcomesContent CollaborationCollaborate with the Instructional Designer to update, pilot, and scale training contentProvide feedback on content effectiveness and usability based on learner performanceCustomize materials for BPO-specific processes, products, or client expectationsTraining Coordination & ExecutionServe as a point of contact for BPO trainers during launch or upskill programsTrack attendance, completions, and readiness metrics across all partner programsMaintain training documentation and update materials as neededData & QualityUse QA results, surveys, and KPIs to assess training impactIdentify trends, knowledge gaps, and continuous improvement opportunitiesPartner with QA Specialist to ensure training drives measurable behavior changeCompliance/RegulationAbility to travel when neededAbility to work overnight shifts when neededWillingness to work live cases to analyze where gaps within the operations, product, and/or training may beWHO YOU ARE:Stakeholder EngagementCollaborate closely with BPO trainers and leadership to align on expectationsAnticipate training needs across internal and partner teamsProvide regular updates to L&D leadership and escalate training risks when necessaryLeadership & CoachingDemonstrate ownership of assigned projects, initiatives, and rolloutsCoach BPO or internal agents when necessary, during pilot sessions or escalationsOperate with integrity, urgency, and a “we’re in this together” mindsetCommunication & CollaborationWork fluidly across teams (L&D, Ops, QA, Product, and Partner Support)Communicate effectively across time zones, cultures, and rolesClearly document processes, timelines, and responsibilitiesBusiness ExpertiseUnderstand how training quality and speed impact partner performance and SLA metricsManage multiple partner queues and priorities simultaneouslyRecommend scalable solutions for repetitive training gaps or partner-specific needsTechnical ProficiencyComfortable using eLearning systems, Microsoft Office, and training design toolsAbility to interpret training data and translate insights into actionAbility to leverage AI tools to design and implement training solutionsTraining DesignApply instructional design principles and Adult Learning Theory to develop impactful, learner-centered trainingAssess learning needs, define performance outcomes, and build scalable training solutions that drive resultsDevelop content that aligns with business goals, supports behavior change, and enhances learner engagementCreate blended learning programs, including eLearning, facilitator guides, job aids, and interactive materialsTailor training content to diverse audiences and learning styles, ensuring accessibility and inclusionUse data and feedback to iterate on and continuously improve training programsTraining DeliveryStrong teaching and mentoring skillsHigh-level interpersonal and professional communication skills to work effectively with individuals and teams with different levels of technical knowledgeAbility to assess priorities, exercise discretionary judgment, and negotiate for positive outcomesAbility to use good judgment, make independent decisions, and proactively problem solveUtilize and manage e-learning systems to deliver training material live-onlineCreate a fun, safe, and engaging learning environmentRequired Skills:2–4 years of experience in training or facilitation, preferably in BPO or CX environmentsStrong understanding of Adult Learning Theory and real-world applicationExperience training diverse audiences, including global teams or partner vendorsComfort analyzing training effectiveness using performance or QA dataWillingness and ability to travel internationally (up to 15%)Preferred / Bonus Skills:Bachelor’s or Master’s degree in Education, Instructional Design, Curriculum & Instruction, or related fieldExperience applying Adult Learning Theory to blended learning, instructional design, or coaching frameworksExposure to or experience using AI-powered tools (e.g., chatbots, content generation, adaptive learning) in training design or facilitationPrior experience in a call center, customer service, or BPO settingFamiliarity with Microsoft Office tools (PowerPoint, Excel, Outlook, etc.)Experience with Learning Management Systems (LMS) or learning technologiesBackground in customer service training or performance enablementTHE NITTY GRITTY:This position is remote and you have the option of working from anywhere in the U.S.Must have the ability to travel internationally up to 15% of the timeYou’ll report to Director of Learning and DevelopmentCompensation: The base salary range for this position is $62,000 - $70,000.Benefits: Short term disability, long term disability, and life insurance (free of charge); three different medical plans; two dental plans; a vision plan; 12 holidays off; unlimited paid time off; 401(k) match (100% on the first 3% contributed, then 50% of the next 2%); free money.OUR FAIR HIRING PRACTICES: Urgently is an equal opportunity employer and does not discriminate based on protected characteristics. Applicants with disabilities may be entitled to reasonable accommodation under applicable laws.
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