Sr. Contact Center Specialist

General Summary

For more than 50 years the SAG-AFTRA Health Plan and SAG-Producers Pension Plan (the Plans) have provided health and retirement benefits to thousands of entertainment professionals and their dependents across the globe. The Plans are currently undergoing a major transformation focused on evolving our operations toward a participant-inspired experience.

The Senior Contact Center Specialist is a full-time senior individual contributor who owns the design, delivery, and continuous improvement of Contact Center training, knowledge resources, and process excellence within HBO. This role independently develops modern training curriculum and materials; creates and maintains talking points and the HBO knowledge library using evolving technology and knowledge-management platforms; ensures successful onboarding and ongoing performance of representatives; partners with cross-functional leaders on process and technology enhancements; and uses operational data call reason trends, system information, and other operational reporting to drive measurable improvements. The position provides critical backup support to the HBO Supervisor and Process Analysts and serves as a key operational partner to management on special projects and day-to-day Contact Center effectiveness.  

Essential Job Responsibilities

Training Curriculum Development, Delivery & Onboarding Success 

• Owns the Contact Center training program, including new-hire onboarding, ongoing skill development, and refresher training. Designs curriculum, learning paths, job aids, and practice scenarios, using evolving technology and learning platforms to develop and update content efficiently. 
• Determines training needs that result from policy, benefit, system, or process changes and delivers timely updates to representatives.  
• Leads all new-hire and ongoing training and tracks trainee progress through readiness for production. Accountable for time to proficiency and for identifying and closing post-training gaps. 

Knowledge Library Ownership & Content Governance 

• Own and maintain the HBO knowledge library (policies, procedures, FAQs, step-by-step guides, and reference materials).  
• Update knowledge content when benefits, policies, rules, systems, or processes change. Work with other departments to get clear, correct information. 
• Use modern knowledge platforms to draft, organize, tag, and maintain content so representatives can find reliable, current answers quickly.  

Quality Assurance, Coaching & Performance Support  

• Coordinates Contact Center quality review activities, evaluating calls and written inquiries for accuracy, consistency, and compliance with policy, using AI transcription and scoring tools where available. 
• Provides targeted coaching and feedback to representatives based on quality findings and performance data. 
• Act as a go-to resource for complex questions about benefits, policies, procedures, processes, and technology. 

Process Improvement, Technology & AI Partnership  

• Review Contact Center data and quality trends to spot problems and opportunities. Recommend and help put in place process and technology improvements that make work more efficient and accurate and improve the participant experience.
• Identifies root causes of recurring operational issues, such as inconsistent responses, excessive transfers, repeat contacts, or manual workarounds, and develops, tests, and implements solutions in partnership with the appropriate stakeholders. 
• Work with department leaders, business owners, and technology teams to suggest, design, test, and launch process and system changes. 
• Lead or support testing, training, change communication, and rollout for new systems, tools, tech features, or process changes. 

Supervisor & Operational Support  

• Develops and maintains reporting on training effectiveness, quality results, knowledge accuracy, and process improvement outcomes, and presents those insights and recommendations to leadership. 
• Serves as a backup resource to the Supervisor and Process Analysts on operational initiatives and supports department projects and other assigned priorities.
• Perform other duties as assigned

Minimum Qualifications

• 5+ years of progressive experience in a contact center, benefits administration, or related operations role, including hands-on experience developing and delivering training 

Preferred Qualifications

• Bachelor’s degree
• 2+ years of experience in a lead, senior, or supervisory role
• Experience owning training curriculum, knowledge-base content, or process-improvement work
• Experience using operational data, AI tools, generative AI, or modern knowledge/learning platforms to improve processes and content
• Familiarity with AI agent-assist tools, knowledge-management systems, or learning technologies used in contact centers 

Knowledge, Skills, and Abilities

• Strong knowledge of contact center operations 
• Proven ability to independently build training materials, talking points, and knowledge resources—using generative AI and content platforms to work faster 
• Excellent verbal and written communication skills; able to turn complex benefit and policy information into clear, usable content and talking points (with AI help for drafting and human review for accuracy) 
• Advanced skills with Microsoft Office / Microsoft 365 (Word, Excel, PowerPoint, Outlook) and comfort with knowledge-management systems, learning platforms, and AI tools (such as generative AI, copilots, and content tools) 
• Analytical mindset; able to use data and AI insights to find issues, measure training results, and recommend improvements 
• Practical AI skills: able to write effective prompts, review AI-generated content, and keep it accurate, appropriate, and compliant 
• Strong attention to detail and commitment to accuracy and consistency 
• Able to manage multiple priorities, meet deadlines, and work well in a fast-paced, high-volume environment where technology keeps changing 
• Collaborative; able to work well with frontline staff, supervisors, and leaders across teams on process and technology projects 
• Able to keep confidential and sensitive information secure and professional 
• Self-directed and proactive; takes ownership of important work that builds team capability and improves operations 

Competencies

• Customer Focus – Gains insight into customer needs; identifies opportunities that benefit the customer; builds and delivers solutions that meet customer expectations; establishes and maintains effective customer relationships. 
• Decision quality – Makes sound decisions, even in the absence of complete information; relies on a mixture of analysis, wisdom, experience, and judgment when making decisions; considers all relevant factors and uses appropriate decision-making criteria and principles; recognizes when a quick 80% solution will suffice. 
• Ensures accountability – follows through on commitments and makes sure others do the same; acts with a clear sense of ownership; takes personal responsibility for decisions, actions, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; designs feedback loops into work. 
• Communicates effectively – Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels; attentively listens to others; adjusts to fit the audience and the message; provides timely and helpful information to others across the organization; encourages the open expression of diverse ideas and opinions. 
• Instills trust – follows through on commitments; is seen as direct and truthful; keeps confidences; practices what he/she preaches; shows consistency between words and actions. 
• Being Resilient – Rebounding from setback and adversity when facing difficult situations. 
• Manages complexities – Asks the right questions to accurately analyze situations; acquires data from multiple and diverse sources when solving problems; uncovers root causes to difficult problems; evaluates pros and cons, risks and benefits of different solution options. 
• Collaborates – Works cooperatively with others across the organization to achieve shared objectives; represents own interests while being fair to others and their areas; partners with others to get work done; credits others for their contributions and accomplishments; gains trust and support of others. 
• Compassion – Active application of empathy during the entire call life cycle. 

Physical requirements

The physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the position. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions. A request for a reasonable accommodation should be made in writing and delivered to HR.

Notice

SAG-AFTRA Health Plans and SAG-Producer Pension Plans provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

If you are a qualified candidate with an arrest or conviction record, please know that your application will be considered in accordance with LA county local ordinances.