Contact Center Training Manager
Vacancy expired!
Job Description
Develops and implements training programs that support the organization’s clinical programs, client-specific business requirements, and mission
Oversees and coordinates training with team
Provides supervision, motivation, coaching, and development of training team
Assess workload and makes recommendations to ensure team staffing levels are properly aligned with demand
Evaluates the performance of each team member to ensure content development and delivery meet established standards
Maintains working knowledge of industry trends
Maintains working knowledge of educational content development tools and training methods
Enhances and updates course materials and training manuals to meet specific training needs
Produces efficient and effective training programs to accommodate virtual and premise-based delivery models
Maintains a thorough understanding of company processes and policy requirements for new and existing clients
Leads special projects for as necessary to achieve departmental objectives
Partners with various departments to ensure new program content is properly tailored for Clinical Intake Team
Collaborates with Nurse QA, Educators and Operations to identify and address clinical intake training opportunities
Partners with Ops Data Analysts to develop data-driven/actionable reports designed to affirm and improve training effectiveness
Partners with Workforce Management to ensure training needs are met while achieving service-level targets
Regularly reviews policy and process changes impacting training documentation to ensure alignment with operational practices
Qualifications
Required: Bachelor's degree in Business - Organizational Development, Industrial Relations, or Human Resource Management or equivalent experience
At least five years of professional training/development experience.
Experience developing computer based training programs preferred.
Superior communication, presentation and organizational skills.
Strong knowledge of adult learning best practices.
Excellent customer service and relationship building skills.
Solid proficiency with Microsoft PowerPoint and Word; experience with Articulate, Captivate or another e-learning software.
Ability to work with staff using multiple training techniques and styles required
Additional Information
This position will either be located in Albany, NY or Houston, TX.
Vacancy expired!