Call Center Training Specialist I

BlueCross BlueShield of South Carolina•Nashville, TN

16h•Hybrid

About The Position

This position is for a Call Center Training Specialist I, responsible for training activities in an assigned area. The role involves facilitating varying levels of technical and non-technical training for both new hire and existing staff and/or teams. The specialist will manage the training environment to ensure compliance with organizational policies, deliver various training solutions including new employee orientation, job-specific, company-specific, and e-learning. Key responsibilities also include evaluating learner performance, communicating progress to managers, conducting assessments to identify training needs, designing and developing training solutions, enhancing existing courses, collaborating with Subject Matter Experts (SMEs), and providing support to training areas. This full-time position (40-hours/week) operates on a hybrid work schedule, Monday-Friday from 8:00 AM to 5:00 PM Central, and is located at 26 Century Blvd Suite ST610 Nashville, TN 37214. The company, Logistics: (cgsadmin.com), is a subsidiary of BlueCross BlueShield of South Carolina, which is the largest insurance company in South Carolina with an A+ (Superior) A.M. Best rating. The company emphasizes its commitment to diversity and veterans.

Requirements

Bachelor's degree
Two year degree plus 3 years related training, insurance, or related work experience OR Five years training, insurance, or related work experience (as degree equivalency)
One year training, insurance, and/or related work experience
Microsoft Office and standard classroom and office equipment
PC skills to support the development of training programs and materials
Strong project management skills
Ability to learn corporate and other required systems
Ability to complete area required training certification programs within 1 year
Ability to receive internal competency verification on area specific curriculum within 1 year (area specific)
Strong verbal and written communication and human relations skills
Ability to develop strong research, planning and data gathering skills
Ability to design and develop to create outputs in various methods
Strong organizational skills necessary to schedule, prioritize, and complete work assignments
Ability to become an SME for multiple lines of business and job functions
Able to acquire an understanding of the complex technical environment of the organization
Understand Adult learning principles and appropriate learning development methodologies
Ability to deliver training classes to 1 to 50 plus individuals
Dependable, responsible and has the ability to work independently with little to no management intervention

Nice To Haves

Medicare J15 (A, B, HHH) experience
Familiar with Criterion-Referenced Instruction (CRI) and Instructional Module Design (IMD) principles and methodologies
Practical understanding of Lean tools and principles – Root Cause Analysis (RCA), Define, Measure, Analyze, Improve, Control (DMAIC), etc.
Working knowledge of or the ability to develop highly proficient personal computer skills (PC skills are needed to facilitate training activities and support training curriculum maintenance)
Strong time management and organizational skills
Deep understanding of Medicare regulations and guidelines

Responsibilities

Facilitates varying levels of technical and non-technical training for both new hire and existing staff and/or teams.
Effectively manages the training environment to ensure compliance to organizational policies while delivering new employee orientation, job-specific, company-specific, e-learning, and other training solutions.
Evaluates learner performance and effectiveness through the administration of varying testing methodologies.
Communicates effectively with the applicable customer and/or manager related to both learner and course progression towards meeting expected outcomes.
Conduct assessments to identify the performance, skills, knowledge and information required for a desired training program.
Design and develop training solutions and materials that meet the intended need and learning outcome(s) for each targeted audience.
Enhance and evaluate training effectiveness through the redesign and revision of existing training courses, curricula and materials in order to fill learning gaps identified through various feedback methods.
Demonstrate effective communication and collaboration to partner with Subject Matter Experts (SMEs), trainer peers and others to achieve high-quality instructional materials.
Provide support to training support areas to include processing work to maintain subject matter knowledge, attend Operations team and Workgroup meetings, partner with areas to identify performance gaps and proactively develop training plan objectives.
Maintain/Verify Training Systems access and other administrative functions.