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
LMI is a consulting firm dedicated to improving the management of government. It was founded in 1961, and is headquartered in Virginia, Nebraska, USA, with a workforce of 1001-5000 employees. Its website is http://www.lmi.org.