Lead Training Specialist (Healthcare) - Hybrid

Summary:

• Conceptualize, research, develop, implement, maintain, and enhance Contact Center related training programs/materials.

• Facilitate training classes to support the Contact Center: provide technical, administrative, and other support as needed.

• Ensure that training covers critical Contact Center areas such as: customer service skills; policies and procedures; new hire orientation; relevant systems and applications (i.e., Service Cloud, Avaya, etc.) functionality related to the Contact Center.

Responsibilities:

• Oversee and supervise training staff to ensure each member of the team is fully capable of delivering high quality, effective training curriculum.

• Evaluate, coach and mentor staff; recommend training to increase skills.

• Facilitate train-the-trainer sessions to help improve trainer skillsets.

• Partner and consult with vendors to support development and maintenance of content.

• Work with Contact Center management to determine training needs and opportunities and manage training calendar.

• Develop and enhance training programs that maximize effectiveness of Operations staff performance.

• Perform independent research to support the ideation, creation, and development of training programs and materials designed.

• Collaborate and work with SMEs, Training Specialists and Sr. Training Specialists to create and improve training materials to ensure accuracy and delivery reflects leading practices to support a differentiated customer experience.

• Develop/revise comprehensive training programs, using various modalities, with the collaboration of colleagues, SMEs and key stakeholders.

• Create multimedia, graphics, and interactive course solutions by integrating supporting material/media into courses (audio, video, resources, etc.).

• Design and create high-quality, engaging, and effective e-learning courses.

• Convert instructor-led training content into interactive e-learning courses with activities to enhance learning retention where applicable.

• Facilitate training programs related to customer service/contact center day-to-day operations including customer service skills, etiquette, courtesy, and contact center application functionality.

• Provide technical, administrative, project management, logistical and other support as needed to maximize the effectiveness of processes, programs, approaches, and materials.

• Support project management training tasks related to new implementations, process changes, and new business to meet organizational needs.

• Produce and deliver ad-hoc reports, presentations, analysis, etc. to support organizational goals.

• Monitor and review the success of end user training by using quality results, assessment results, survey results, and observations or through discussions with organizational managers and trainers.

• Perform other job-related duties as directed or required.

Requirements:

• Bachelor's degree required; master's degree preferred

• 4 - 6+ years of relevant professional work experience required

• 3 - 5+ years of experience leading people required

• 2 - 3+ years of training design, development, and delivery experience in a virtual, classroom and large audience setting required

• Knowledge of adult learning theory; experience with inclusive training methodologies required

• Software application training experience required

• Excellent time management skills required

• Excellent communication (verbal, written, presentation, interpersonal/relationship building) skills required

• Critical thinking skills to develop or assess materials that will help employees understand the subjects being taught, understand the needs of the employees and judge what will work required

• Problem-solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization required

• Experience developing eLearning modules using tools such as Articulate Storyline, Rise, Camtasia, or Captivate required

• Expert level command of course authoring tools, specifically Storyline 360, and course development methodologies required

• Ability to effectively manage multiple projects and tasks with competing objectives, priority levels, and deadlines; and to develop and adhere to time schedules to meet project deadlines and to sequence activities logically required

• Ability to follow instructions, procedures, and assignments accurately within a set time frame and to function under stressful situations, in a calm and rational manner required

• Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required

• Strong knowledge of Microsoft Suite including Word and PowerPoint for producing training materials and presentations required

• Flexibility to accommodate travel to various locations required

• Self-motivated, innovative, and flexible required

• Experience delivering training in a call center/customer contact center environment preferred

• Strong knowledge of customer service/contact center day-to-day operations; and customer service system(s) preferred

Additional Information

• Requisition ID: 1000001820
• Hiring Range: $63,000-$110,000