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; additional experience/specialized training may be considered in lieu of educational degree requirement
- 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: 2401T
- Hiring Range: $63,000-$110,000
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EmblemHealth
Dec 21, 2024