Training Specialist II

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.  The result?  You helped Urgently become the world’s leading mobility assistance company.   

WHAT YOU’LL BE RESPONSIBLE FOR:  

Training Delivery & Facilitation 

• Deliver training to internal teams and BPO partners via live, virtual, and asynchronous formats 
• Lead new hire and upskill sessions  
• Adapt delivery to different learning styles, cultural nuances, and business functions 
• Monitor learner engagement and adjust pacing or methods as needed 
• Utilize LMS tools to deliver, track, and assess learning outcomes 

Content Collaboration 

• Collaborate with the Instructional Designer to update, pilot, and scale training content 
• Provide feedback on content effectiveness and usability based on learner performance 
• Customize materials for BPO-specific processes, products, or client expectations 

Training Coordination & Execution 

• Serve as a point of contact for BPO trainers during launch or upskill programs 
• Track attendance, completions, and readiness metrics across all partner programs 
• Maintain training documentation and update materials as needed 

Data & Quality 

• Use QA results, surveys, and KPIs to assess training impact 
• Identify trends, knowledge gaps, and continuous improvement opportunities 
• Partner with QA Specialist to ensure training drives measurable behavior change 

Compliance/Regulation 

• Ability to travel when needed. 
• Ability to work overnight shifts when needed. 
• Willingness to work live cases as our agents do in order to analyze where gaps within the operations, product, and/or training may be 

WHO YOU ARE: 

Stakeholder Engagement 

• Collaborate closely with BPO trainers and leadership to align on expectations 
• Anticipate training needs across internal and partner teams 
• Provide regular updates to L&D leadership and escalate training risks when necessary 

Leadership & Coaching 

• Demonstrate ownership of assigned projects, initiatives, and rollouts 
• Coach BPO or internal agents when necessary, during pilot sessions or escalations 
• Operate with integrity, urgency, and a “we’re in this together” mindset 

Communication & Collaboration 

• Work fluidly across teams (L&D, Ops, QA, Product, and Partner Support) 
• Communicate effectively across time zones, cultures, and roles 
• Clearly document processes, timelines, and responsibilities 

Business Expertise 

• Understand how training quality and speed impact partner performance and SLA metrics 
• Manage multiple partner queues and priorities simultaneously 
• Recommend scalable solutions for repetitive training gaps or partner-specific needs 

Technical Proficiency 

• Comfortable using eLearning systems, Microsoft Office, and training design tools 
• Ability to interpret training data and translate insights into action 
• Ability to leverage AI tools to design and implement training solutions 

Training Design 

• You apply instructional design principles and Adult Learning Theory to develop impactful, learner-centered training. 
• You can assess learning needs, define performance outcomes, and build scalable training solutions that drive results. 
• You develop content that aligns with business goals, supports behavior change, and enhances learner engagement. 
• You are skilled in creating blended learning programs, including eLearning, facilitator guides, job aids, and interactive materials. 
• You tailor training content to diverse audiences and learning styles, ensuring accessibility and inclusion. 
• You use data and feedback to iterate on and continuously improve training programs. 

Training Delivery 

• You have strong teaching and mentoring skills. 
• High-level interpersonal and professional communication skills to work effectively with individuals and teams of staff with different levels of technical knowledge. 
• Ability to assess priorities, exercise discretionary judgment, and negotiate for positive outcomes.   
• Ability to use good judgment, make independent decisions and proactively problem solve. 
• You can utilize and manage e-learning systems to deliver training material live-online. 
• You create a fun, safe, and engaging learning environment.  

Required Skills: 

• 2–4 years of experience in training or facilitation, preferably in BPO or CX environments 
• Strong understanding of Adult Learning Theory and real-world application 
• Experience training diverse audiences, including global teams or partner vendors 
• Comfort analyzing training effectiveness using performance or QA data 
• Willingness 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 field. 
• Experience applying Adult Learning Theory to blended learning, instructional design, or coaching frameworks. 
• Exposure to or experience using AI-powered tools (e.g., chatbots, content generation, adaptive learning) in training design or facilitation. 
• Prior experience in a call center, customer service, or BPO setting. 
• Familiarity with Microsoft Office tools (PowerPoint, Excel, Outlook, etc.). 
• Experience with Learning Management Systems (LMS) or learning technologies. 
• Background in customer service training or performance enablement. 

THE NITTY GRITTY: 

• Location = Great news!  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 time 
• Manager = You’ll report to Director of Learning and Development 
• Compensation = The base salary range for this position is $62,000 - $70,000. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by job-related skills, experience, and relevant education or training. 
• Benefits = At Urgently, we have awesome benefits!  We provide short term disability, long term disability, and life insurance to you - all free of charge! We also offer three different medical plans to choose from, two dental plans, a vision plan, and other valuable benefits. You’ll have 12 holidays off and unlimited paid time off.  We match 100% on the first 3% you contribute to our 401(k) and then 50% of the next 2% you contribute. So, if you contribute 5% of your paycheck, we’ll match 4% of that.  Free money!