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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50680779 |
Description Activated On: 9/28/2026 9:08:44 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. This position is responsible for Pennie’s contact center training program to ensure staff have the knowledge and skills necessary to effectively assist consumers. This position develops training curricula, instructional materials, and learning tools related to Affordable Care Act (ACA) programs, eligibility rules, customer service best practices, and contact center systems. Through collaboration with Policy, Operations, and Technology teams, this position will ensure that training content is accurate, compliant with federal and state laws and regulations, and aligned with operational procedures. This role supports both new employee onboarding and ongoing training initiatives to maintain high levels of service quality and operational performance. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Designs, develops, and maintains comprehensive trainings for new and existing contact center agents and supervisors using different mediums such as instructor-led training, virtual instructor-led training, self-guided training, e-learning modules, and blended learning programs. Creates instructional materials including presentations, facilitator guides, participant workbooks, knowledge checks, job aids, and quick reference materials. Maintains version control of instructional materials to ensure training content is current, compliant with federal and state laws and regulations, and aligned with operational procedures, processes, and system updates. Manages the new hire training for contact center staff, including virtual classroom instruction, hands-on system training, and call simulation exercises. Develops and maintains training plans to support contact center expansion, surge hiring periods, and new operational initiatives. Creates learning activities that are scenario-based and role-play learning activities reflective of real contact center interactions. Collaborates with Policy and Operations staff to integrate new policy changes and procedures into training programs and conducts/coordinates refresher trainings to ensure staff remains current on policies, procedures, and system updates. Develops training materials for contact center systems such as customer relationship management platforms, eligibility systems, ticketing systems, and telephony tools and supports system releases, policy updates, and operational changes. Collaborates with supervisors and management staff in the contact center to determine areas of deficiencies and assists in identifying possible causes such as staff performance, ineffective procedures/policies, or technological difficulties. Organizes training content and knowledge repository to support efficient knowledge retrieval by contact center staff and to ensure that all instructional materials, job aids, and process documentation are accurate and accessible. Coordinates training activities to ensure staff are prepared for changes prior to implementation and monitors training outcomes to make recommendations for improvements to learning strategies. Conducts periodic needs assessments to identify gaps and areas for improvement to develop targeted learning solutions. Performs other duties as required. Monitor and track the completion of project goals, timelines, and action items across organizational program areas. Act as a liaison between staff and other key stakeholders when communicating delays or timeliness in the completion of project goals, timelines, and action items. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Advises contact center employees concerning procedures for new hire and operational training and independently analyzes and develops trainings and agendas. Collaborates with supervisors, managers, and leadership and provides technical assistance in developing training goals and conducts analysis of training program to ensure compliance with federal and state policies, guidelines, procedures, and regulations. Major policy development, complex workshops or training curriculum, and large programmatic changes would escalate to management. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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