Manager of Learning and Development- Call Center

It's an exciting time to join the WellSense Health Plan, a growing regional health insurance company with a 25-year history of providing health insurance that works for our members, no matter their circumstances.

Job Summary:

The Manager of Learning and Development leads the strategy, design, implementation, and evaluation of scalable learning programs that support our healthcare call center operations. This role is responsible for driving effective onboarding, upskilling, and ongoing education for staff who support members and providers-ensuring they meet performance expectations and comply with healthcare regulatory standards.

Reporting to the Director of Learning and Development, the Manager collaborates closely with Instructional Designers, Trainers, and Technical Writers, as well as operational leaders including Call Center Managers and Supervisors. The ideal candidate brings deep experience in both healthcare and contact center environments and applies this expertise to deliver learning solutions that improve service quality, drive operational outcomes, and maintain compliance.

Our Investment in You:

* Full-time remote work

* Competitive salaries

* Excellent benefits

Key Functions/Responsibilities:

• Oversee training programs for Member and Provider call center teams, including onboarding, systems training, soft skills, and compliance.

• Develop and execute a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally.

• Design, implement, and optimize impactful learning programs, including onboarding and continuous training sessions for new and existing team members in a virtual environment.

• Define and analyze critical metrics for training activities to measure effectiveness and drive continuous improvement efforts.

• Lead, coach, and enhance the skills and product knowledge of training facilitators to achieve strategic training vision.

• Evaluate training impact through assessments, QA feedback, performance metrics, and continuous improvement processes.

• Maintain training materials to ensure accuracy, compliance (CMS, Medicaid, ACA), and operational relevance.

• Ensure learning programs align with quality standards by incorporating insights from QA audits, compliance reviews, and customer experience metrics into training content and delivery.

• Use instructional design models (ADDIE, SAM) to build content across various modalities (ILT, VILT, eLearning, and job aids).

• Lead cross-functional training projects tied to system changes, new policies, or process improvements.

• Lead a team of Supervisors, Instructional Designers, Trainers, and Technical Writers to achieve departmental and organizational initiatives.

• Provide mentorship and guidance and support team members in their professional development and performance.

• Foster a collaborative and positive team culture.

• Provide functional expertise to identify, research, and resolve complex problems.

• Engage with stakeholders, evaluate business problems, and conduct needs and root-cause analysis exercises to identify training opportunities.

• Oversee quality assurance, providing strategic direction and collaboration to ensure feedback loops, reporting, and coaching drive performance improvement across Member and Provider Services teams.

• Other duties as assigned.

Supervision Exercised:

• Provides weekly supervision through one-on-one conversations and team meetings for up to 15 employees.

Supervision Received:

• Receives weekly supervision through one-on-one conversations and team meetings from the Director of Learning and Development.

Qualifications:

Education Required:

• Bachelor's degree or equivalent combination of education and relevant experience in a health plan setting required.

Education Preferred:

• Master's degree in a related field (e.g., Adult Education, Learning Design, Instructional Design, etc.) or comparable education or experience.

Experience Required:

• 5+ years of experience in a learning and development environment.

• 5+ years of prior management/supervisory experience.

• 5+ years of related managed healthcare or insurance operations experience.

• 5+ years of call center experience.

Experience Preferred/Desirable:

• 10+ years of experience in a learning and development environment in a leadership capacity.

• 10+ years of related managed healthcare or insurance operations experience.

• Project management experience.

• Experience with First Call Resolution (FCR) and Ulysses.

Required Licensure, Certification or Conditions of Employment:

• Project Management certification preferred.

• Change Management certification preferred.

• Successful completion of pre-employment background check.

Competencies, Skills, and Attributes:

• Excellent interpersonal skills and ability to develop and cultivate strong working relationships.

• Proficiency in the use of Microsoft office 365 products such as Word, Excel, PowerPoint, Outlook, and Teams.

• Demonstrated organization, prioritization, and project management skills.

• Strong analytical, presentation, communication, problem-solving, negotiation, and time management skills.

• Ability to manage projects, work with other departmental teams and deliver on commitments.

• Ability to contribute effectively to peer management teams.

• Skills and experience in collaboration and team building in a virtual environment.

• Attention to detail and the ability to effectively multi-task in a deadline-oriented work environment.

• Ability to work both independently and collaboratively, drive work forward with little supervision.

• Ability to interact with all levels of the organization, as well as external stakeholders.

• Superior meeting facilitation skills and experience leading cross-functional meetings.

• Proactive, motivated, and a collaborative team player.

• Demonstrated ability to adapt quickly to changing priorities.

• Ability to analyze, compile, format, and present data to a variety of stakeholders.

• Demonstrated ability of managing competing priorities as well as stakeholders with differing objectives/perspectives.

Working Conditions and Physical Effort:

• Remote work with occasional on-site collaboration efforts.

• Regular and reliable attendance is an essential function of the position.

• Work is normally performed in a typical interior/office work environment.

• No or very limited physical effort required.

About WellSense

WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances. WellSense is committed to the diversity and inclusion of staff and their members.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. WellSense participates in the E-Verify program to electronically verify the employment eligibility of newly hired employees