Call Center Training Facilitator

Metroplushealth • Bowling Green, NY

267d

About The Position

MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that health care is a right, not a privilege. The Call Center Training Facilitator will be responsible for the onboarding of new hires, training of existing staff, and advanced skill training. They will deliver all departmental system procedures and policies training to support the Call Center in achieving key performance goals.

Requirements

• Bachelor's degree in education, psychology, human resources, or related field.
• Minimum three years of training experience required.
• Excellent communication skills, both verbal and written.
• Strong computer, technology, and presentation skills.
• Knowledge of sound business training and development practices.
• Knowledge of and practical application of Adult Learning Theory and instructional design principles.

Nice To Haves

• Call center training experience with specific knowledge of call center systems and performance statistics.
• Training in process improvement or Six Sigma methodology.
• Experience in Salesforce training.

Responsibilities

• Identify and assess training needs within the Call Center and participate in the design, preparation, delivery, and assessment of training and development programs.
• Provide input to the training strategy and develop specific training development plans.
• Design solutions incorporating a variety of learning methodologies.
• Provide training to new and existing employees.
• Participate in organizational team initiatives, providing input on learning needs and developing schedules for training delivery.
• Utilize a variety of adult learning techniques to deliver training effectively.
• Provide input to management about employee performance during training periods.
• Utilize QA monitoring and coaching feedback to recommend training progress, effectiveness, and improvements.
• Validate training content by creating a testing and evaluation process to measure accuracy and make updates as needed.
• Create training modules based on the training requirements of the Call Center.
• Develop and administer knowledge assessments.
• Understand and monitor applicable regulations, policies, and procedures to maintain compliance.
• Coordinate and/or facilitate new technology or applications training.

What This Job Offers

• Career Level: Mid Level
• Education Level: Bachelor's degree