Service Readiness Lead (Contact Center)

TL;DR

Service Readiness Lead (Contact Center): Designing and delivering performance-based training and enablement programs for contact center agents with an accent on improving operational outcomes like Average Handle Time (AHT), quality, and retention. Focus on analyzing operational data, designing targeted interventions, and supporting change initiatives to ensure agent readiness and effectiveness.

Location: Must be based in the United States. This is not a digital nomad or remote international position. Flex days (3 days a week in the office) are required for employees reporting into our NY office.

Salary: Annual salary range for NYC-based applicants: $75,000 - $90,000.

Company

hirify.global is a global leader in women’s health and family building solutions, empowering healthier, supported journeys through transformative benefits.

What you will do

• Analyze operational data to identify skill gaps and design targeted training interventions.
• Design and maintain comprehensive training and enablement programs across the employee journey.
• Partner with Project Management to support new initiatives and ensure agent readiness before go-live.
• Collaborate with Quality, Operations, and Analytics to measure training effectiveness and reduce repeat coaching.

Requirements

• Bachelor’s degree or equivalent experience.
• 3-5+ years in a full-time training, enablement, or performance improvement role.
• 5+ years of contact center experience preferred.
• Strong understanding of contact center KPIs and adult learning principles.
• Must be authorized to work in United States without the need for sponsorship.

Culture & Benefits

• Family-friendly benefits, including paid family and parental leave, and fertility/family building support.
• Health, dental, vision, and life insurance options.
• Free in-person, virtual, and text-based mental health and wellness support.
• Paid time off, including vacation, sick leave, personal days, and summer flex time.
• Company equity and bonus program.
• 401(k) plan with company match.
• Learning and development programs, including a mentorship program.