Senior Instructor Analyst – Training & Communication Coach

About the role

The Instructor Senior Analyst will design, deliver, and evaluate training programs for new hires and existing staff in a call‑center environment. This hybrid role requires on‑site facilitation when leading classroom sessions and remote coordination for ongoing development initiatives.

Key responsibilities

• Develop and deliver end‑to‑end new‑hire training covering pre‑process, voice, and client‑specific procedures.
• Conduct continuous education, up‑skilling, and rollout of process, policy, and system updates.
• Perform training needs analysis, identify performance gaps, and implement targeted interventions.
• Create training materials, outlines, assessments, and evaluation metrics.
• Provide floor support and communication coaching to agents and leadership.
• Track training effectiveness, generate performance reports, and present data for business reviews.
• Design supplemental activities and modules to enhance existing programs.

Required profile

• Proven experience as a process trainer and communication coach in a call‑center or similar high‑volume environment.
• Strong ability to translate subject‑matter expertise into practical learning outcomes.
• Excellent analytical skills to assess performance data and recommend improvements.
• Ability to work night/mid shifts with weekends off.

Required skills

• Adult learning theory application
• Training program design and evaluation
• Communication assessment development

What we offer

• Hybrid work setup with full return‑to‑office when facilitating classes.
• Mid/night shift schedule with weekends off.
• Opportunity to shape training strategy for a large call‑center operation.