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Role Description

The Learning Partner plays a critical role in enabling Synapse Health’s call center teams to deliver consistent, high-quality experiences to patients, prescribers, and partners. Reporting to the Manager, Operations Training, this role is responsible for designing, delivering, and continuously improving learning experiences that support frontline performance, quality, efficiency, and career growth within a high-volume contact center environment.

• Design and deliver call center training programs, including onboarding, role-specific training, soft skills development (customer experience, communication, empathy), just-in-time learning, on-the-job training, and advanced skills programs.
• Develop deep expertise in Synapse Health’s call center operations, systems, workflows, and performance expectations through job shadowing, live call observations, hands-on system use, and collaboration with Operations leaders.
• Facilitate engaging in-person and virtual training sessions for frontline agents, team leads, and leaders, adapting delivery to different experience levels and learning styles.
• Create a positive, inclusive, and high-energy learning environment that reinforces accountability, engagement, and learner confidence while effectively managing classroom dynamics.
• Apply instructional design best practices across the ADDIE lifecycle—analysis, design, development, implementation, and evaluation—to ensure training is practical, scalable, and aligned with operational goals.
• Develop and administer assessments, simulations, and call-based evaluations to measure competency, assess role readiness, and confirm mastery of systems, processes, and customer interaction standards.
• Partner closely with Operations leadership, Quality, Workforce Management, and subject matter experts to identify performance gaps, define learning needs, and align training solutions to key metrics such as quality, productivity, and customer satisfaction.
• Ensure training content reflects current call center processes, scripts, systems, policies, regulatory requirements, and compliance standards.
• Manage classroom logistics, including session scheduling, participant communications, attendance tracking, coordination with presenters, and administration of post-training surveys.
• Provide targeted coaching and actionable feedback to learners based on observations, assessments, and performance data, reinforcing behaviors that drive quality and consistency.
• Incorporate learner feedback, quality insights, and operational performance trends into continuous improvement of training programs.
• Support additional Operations Training initiatives as needed.

Qualifications

• Bachelor’s degree in Education, Instructional Design, Organizational Communication, Industrial-Organizational Psychology, or a related field required; Master’s degree preferred.
• 3+ years of experience delivering training in a call center, customer support, or operational environment, including virtual training facilitation.
• Experience delivering systems, process, and role-specific training for frontline operational teams.
• Strong understanding of adult learning principles and instructional design methodologies.
• Proven ability to coach frontline employees and manage classroom dynamics in both in-person and virtual settings.
• Ability to adapt quickly and remain effective in a fast-paced, metrics-driven environment with frequent change.
• Exceptional written and verbal communication skills, with the ability to communicate clearly and effectively with frontline staff and leadership.
• Strong organizational and time-management skills, with the ability to manage multiple training initiatives simultaneously.

Requirements

• Experience using call center metrics (quality scores, productivity, adherence, customer satisfaction) to inform training design and measure effectiveness.
• Background in healthcare operations and/or Durable Medical Equipment (DME) call center environments.
• Experience supporting performance improvement initiatives, quality programs, or agent readiness efforts.
• Informal leadership experience, such as mentoring agents, supporting new hire ramp, or leading training initiatives.

Benefits

• Professional growth opportunities with compelling career paths.
• Healthy work-life balance supported by generous paid time off (PTO).
• Comprehensive benefits package, including medical, dental, vision, STD & LTD insurance for full-time team members.
• 401(k) savings plan with employer matching contributions.