• Facilitate new-hire onboarding, nesting support, and ongoing training for assigned programs (voice/chat/email), including role-plays, mock calls, and knowledge checks. • Deliver live training sessions via Microsoft Teams and support asynchronous learning through job aids, knowledge articles, and micro-learning content. • Create and maintain training materials (presentations, guides, scripts, checklists) with clear version control in SharePoint. • Coordinate training schedules, communications, attendance tracking, and follow-ups using Outlook calendar invites and Teams channels. • Provide structured coaching to improve agent behaviors and outcomes (e.g., empathy, call control, verification, documentation quality, de-escalation). • Use performance metrics and documented observations to build individualized development plans (IDPs) with defined goals and timelines. • Lead small-group huddles and refresher trainings based on recurring knowledge gaps and operational needs. • Document coaching interactions, commitments, and progress in designated systems, maintaining audit-ready records. • Maintain current SOPs, scripts, and quick-reference resources. • Translate operational and client updates into clear agent behaviors and training content. • Partner with Operations and Client Services to capture changes and ensure timely communication and training deployment. • Support standardization by maintaining templates and ensuring materials are accessible and current in SharePoint. • Manage training and performance support requests through Zendesk, including triage, assignment, status updates, and resolution documentation. • Track recurring issues and root causes identified through ticket trends; recommend training interventions to reduce repeat defects. • Use Asana (preferred) to manage training projects, deadlines, dependencies, and cross-functional deliverables. • Leverage QA trends (as applicable) to identify defect drivers and tailor coaching and refresher training plans. • Monitor post-training improvement and adjust content or cadence based on results. • Model strict HIPAA/PHI handling and ensure training reinforces privacy, security, and minimum-necessary standards. • Maintain confidentiality of patient, client, and employee information. • Escalate potential compliance risks and critical errors promptly to PD leadership and Operations. • Partner with WFM and Operations on readiness planning, skilling recommendations, and training-related coverage impacts. • Provide limited frontline support during high-volume periods, as assigned, to support service levels.