Senior Professional Trainer

About the role

Gainwell Technologies is seeking a Call Center Trainer to support California's Medi-Cal program by delivering engaging training that prepares Customer Service Representatives to provide exceptional service to members. In this role, you'll facilitate new hire and ongoing training, develop learning materials, and partner with operations leaders to ensure employees have the knowledge and skills needed to succeed.

Responsibilities

• Deliver instructor-led, virtual, and blended training programs for new hire and existing call center staff.
• Develop and maintain training materials, participant guides, job aids, and presentations.
• Evaluate trainee performance and training effectiveness through assessments, observations, and coaching.
• Partner with operations leaders and subject matter experts to ensure training content reflects current policies and procedures.
• Support curriculum updates, process improvements, and business initiatives that enhance employee performance.

Requirements

• At least 2 years of experience delivering training in a call center, customer contact center, or customer service environment.
• Experience facilitating classroom, virtual, or instructor-led training for adult learners.
• Strong presentation, communication, and organizational skills.
• Proficiency with Microsoft Office, including PowerPoint, Word, and Excel.

Qualifications

• Healthcare, Medi-Cal, Medicaid, Medicare, or health insurance experience is preferred.
• Must reside in the state of California.
• Primarily remote with occasional onsite work at 820 Stillwater Road, West Sacramento, CA 95605, for meetings, training, and business needs.
• Reliable high-speed internet connection is required.
• Standard business hours with occasional schedule flexibility to support training needs.

Pay

The pay range for this position is $69,100 - $98,700 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Benefits

• Generous, flexible vacation policy
• 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• Leadership and technical development academies to help build your skills and capabilities