Nymbus

Digital Experience Center Training and Support Specialist

Nymbus

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $27 per hour

About the role

  • Design, develop, and maintain all new hire training materials, including the DXC training manual, training syllabus, job aids, and digital learning content.
  • Facilitate all new hire onboarding and training programs, ensuring content is engaging, effective, and aligned with operational goals.
  • Integrate positivity, morale-building techniques, and adult learning best practices into training delivery to foster confidence, engagement, and team cohesion.
  • Develop and implement gamification strategies within CCaaS tools and training programs (e.g., challenges, scorecards, recognition, and incentives) to reinforce learning, drive healthy competition, and improve performance outcomes.
  • Partner with Team Leads to conduct early performance monitoring, identify skill gaps, and provide targeted one-on-one coaching and remediation.
  • Document early performance monitoring methods and share findings with Team Leads and the Senior Director of the DXC.
  • Ensure new hires achieve a minimum score of 80% on training knowledge assessments and 80% or higher on new hire scorecard evaluations within their first 30 days.
  • Deliver remedial training when performance thresholds are not met and update training curriculum based on performance trends, feedback, and process changes.
  • Develop and execute a sustainment training schedule informed by quality findings, performance metrics, system updates, and emerging risks.
  • Collaborate closely with Quality Assurance to identify high-risk areas and align remediation strategies.
  • Support Team Leads by reinforcing coaching techniques and engagement strategies that promote morale, accountability, and continuous improvement.
  • Work closely with Implementation and Product teams to stay informed of new platform releases, feature enhancements, and process updates.
  • Translate product and implementation changes into clear, actionable training materials and communications for agents.
  • Ensure training content, job aids, and sustainment materials are updated proactively to reflect system changes and new functionality.
  • Provide feedback to Product and Implementation teams based on agent experience, training outcomes, and operational insights.
  • Provide real-time chat support to agents for questions related to systems, processes, and customer interactions.
  • Monitor new agent sentiment and engagement during customer interactions, identifying trends that impact performance, morale, and customer satisfaction.
  • Communicate observed trends, coaching actions, and engagement opportunities to Team Leads and leadership.
  • Assist with troubleshooting agent issues related to tools, workflows, or customer scenarios.
  • Handle a portion of live phone, application, email, and chat interactions to maintain hands-on knowledge of systems, processes, and customer needs.
  • Partner with Team Leads, Quality Assurance, leadership, Product, and Implementation teams to ensure training aligns with operational and customer experience objectives.
  • Generate, analyze, and present reports related to performance, training effectiveness, engagement, and sentiment trends.
  • Identify and submit recommendations for process improvements, training enhancements, or CCaaS optimizations that support agent success and customer outcomes.

Requirements

  • Prior experience in training, learning & development, or operational support within a contact center environment.
  • Minimum of two (2) years of experience supporting financial services, FinTech, or other regulated customer service operations.
  • Demonstrated ability to design and deliver engaging training programs in a fast-paced environment.
  • Strong verbal and written communication skills with the ability to simplify complex topics and tailor messaging to diverse audiences.
  • Proven analytical and problem-solving skills, including the ability to identify trends and recommend effective solutions.
  • Ability to work independently and collaboratively across teams in a remote environment.
  • Flexibility to support varying schedules, on-call needs, and occasional in-office work as required.
  • Experience or familiarity with CCaaS platforms and workforce engagement tools.
  • Working knowledge of Jira, Confluence, and reporting or analytics tools preferred.
  • Comfortable learning and supporting new technologies, applications, and systems.
Benefits
  • Hourly pay: $27.00
  • Annual Cash Bonus and Equity Options commensurate with the role level and experience
  • 100% Remote
  • Robust 401(k) plan
  • Insurance - Health, Dental and Vision
  • Paid Time Off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
training program designgamification strategiesperformance monitoringremedial trainingtraining curriculum developmentdata analysisreport generationcoaching techniquesadult learning best practicescustomer service operations
Soft Skills
communication skillsanalytical skillsproblem-solving skillsteam collaborationflexibilityengagement strategiesmorale-buildingindependenceadaptabilitycohesion