[Remote] Junior Contact Center Training Specialist

Note: The job is a remote job and is open to candidates in USA. LMI is a digital solutions provider dedicated to accelerating government impact with innovation and speed. The Junior Contact Center Training Specialist will support training development, delivery, and continuous improvement across PAS-supported contact centers and programs for the United States Postal Service (USPS).

Responsibilities

• Assess training needs and identify gaps related to new-hire onboarding, day-to-day contact center operations, and advanced SME support
• Develop, update, and maintain training curricula, instructional materials, job aids, reference guides, and e-learning content for PAS-supported systems and processes
• Deliver training to agents and SMEs through in-person, virtual, and blended learning formats
• Support onboarding and recurrent training for Tier 1, Tier 2, and Tier 3 support personnel across PAS-supported contact center operations
• Ensure training content reflects operational processes and aligns with the PAS technology stack, including Genesys Cloud, Salesforce, ServiceNow, and AIVA-enabled workflows where applicable
• Coordinate with PAS leadership, contact center managers, and SMEs to validate training priorities, content accuracy, and readiness needs
• Facilitate knowledge transfer and support standardization of training approaches across multiple PAS-supported programs
• Measure training effectiveness through feedback, completion tracking, knowledge checks, and other performance indicators
• Recommend and implement continuous improvements to training content, delivery methods, and support materials
• Prepare training status updates, completion summaries, and other reports as requested by PAS leadership

Skills

• Bachelor's degree required
• Strong written, verbal, facilitation, and stakeholder coordination skills
• Ability to manage multiple priorities and work effectively in a dynamic operational environment
• Self-motivated, reliable, and dependable with strong interpersonal and communication skills
• Experience supporting contact center training, workforce development, or operational training programs
• Experience developing and delivering training in a multi-team, customer support, or enterprise operations environment
• Experience creating and maintaining training materials, job aids, and instructional content
• Experience delivering training in virtual and/or in-person environments
• Experience supporting federal contact center or customer support operations
• Experience supporting USPS programs or modernization initiatives
• Familiarity with Tier 1, Tier 2, and Tier 3 support models
• Experience with cloud-based contact center and case management platforms such as Genesys Cloud, Salesforce, and ServiceNow
• Experience developing training for AI-enabled or digitally supported service operations
• Knowledge of large-scale government transformation or shared services environments

Company Overview