Responsible for delivering instructor-led training classes to new and existing employees, assisting in curriculum development, and facilitating the successful integration of a preceptor program, new programs, and policies into contact center environments.
Responsibilities
Deliver both classroom and on-the-job training, including new hire, operational, procedural, product, process, and behavior reinforcement at multiple locations.
Facilitate programs and initiatives to enhance the transfer of customer service skills from training to designated roles.
Assess contact center service and staff performance levels, tracking skills assessment and measurements.
Train instructors in effective training techniques, including Train the Trainer sessions for internal and remote centers.
Develop and refine training programs and curriculum for existing and new programs, updating and maintaining training manuals, materials, and knowledge base.
Conduct assessments of all contact center training programs and communicate results.
Collaborate across the organization to ensure contact center readiness to support new programs from logistics and training perspectives.
Partner with organizational resources on improvement projects across sites.
Maintain relationships to research, analyze, review, and recommend training and development materials.
Qualifications
Perform other duties as required.
High School diploma or equivalent required.
Two Years Of Classroom Or On-the-job Training Experience Required.
Previous experience in a call/contact center environment, preferably in healthcare or insurance customer service, for at least 2 years.
Experience with multimedia and MS Office programs (OneNote, Outlook, Excel, Word, PowerPoint) required.
Ability to travel up to 75% across organizational sites.
Strong planning, facilitation, and public speaking skills.
Excellent verbal and written communication skills with attention to detail.
Ability to train others effectively, promoting proactive, patient, empathetic, and understanding interactions.
Must be able to work flexible shifts based on departmental/system demands.
Self-directed, organized, and maintains a professional demeanor.
Strong ability to manage multiple priorities and projects concurrently.
Demonstrated accountability in prior positions.
Success in navigating a matrix environment.
PMP training/certification is a plus.
Required Licensure/Certifications
Six Sigma Yellow Belt Certified within 1 year.
Six Sigma Green Belt Certified within 3 years.
This position is fully remote.
Employment Type: Full-Time
Seniority level
Entry level
Employment type
Full-time
Job function
Education and Training
Industries
Human Resources Services
Referrals increase your chances of interviewing at Get It Recruit - Educational Services by 2x