Training Manager - Enterprise Contact Center

Mercy Health Cincinnati , OH 45201

Posted 3 weeks ago

Thank you for considering a career at Mercy Health!

This is what we were meant to do

  • Together!

The Training Manager will be charged with determining the training needs of the enterprise contact center operations, along with the development and administration of training room programs in a dynamic fast-paced and goal-oriented environment. Continual challenge and success will be found partnering with internal departments (Operations, Quality, HR, Knowledge Management) to meet those needs. The Training Manager applies some advanced skills to the position or specialization. Adapting procedures, processes, tools, equipment and techniques to meet the more complex requirement of the position.

Responsibilities

  • Supervises and directs the work of training personnel.

  • Develops, implements and evaluates training modules, lesson plans and training outlines.

  • Researches issues and communicates findings to alleviate problems, inconsistencies, and improve overall customer satisfaction levels.

  • Reports current trends and makes recommendations for improvement through coaching and/or training.

  • Ensures training procedures, standards, documentation and reporting are maintained, updated and in compliance with performance standards.

  • Prepares reports for management, clients or others as needed.

  • Confers with personnel to provide technical advice and to resolve problems.

  • Tracks training trends and makes necessary changes to current programs.

  • Develops new training courses associated with the introduction of new products and services with supervision.

  • Develops cross-functional partnerships that influences performance and drives results.

  • Facilitates training as needed. Other duties as assigned. Other Duties as assigned Careers

  • Responsible for supervising a team of Training Coordinators within the Enterprise Contact Center. Provides direct coaching and development of those resources.

Qualifications

  • Bachelors degree required or equivalent work experience

  • 5-7 years in an omni channel contact center

  • Skill in establishing and maintaining effective working relationships

  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures and write reports and business correspondence.

  • Ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, clients, customers, and the general public.

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

  • Ability to plan own work and the work of others in one or more departments.

  • Ability to prepare and/or develop plans for projects and programs involving coordination with other departments and/or outside organizations.

  • Ability to adapt to changing priorities, meet deadlines and work well under pressure.

  • Ability to nurture and develop a team environment.

  • Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority.

  • Incorporates adult learning theory when facilitating training

Mercy Health is an equal opportunity employer.

We'll also reward your hard work with:

  • Great health, dental and vision plans

  • Prescription drug coverage

  • Flexible spending accounts

  • Life insurance w/AD&D

  • An employer-matched 403(b) for those who qualify.

  • Paid time off

  • Tuition reimbursement

  • And a lot more

Scheduled Weekly Hours:
40

Work Shift:

Department:

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health Youngstown, which is an Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.

Compensation & Benefits

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Training Manager - Enterprise Contact Center

Mercy Health