Kaiser MSCC Training Supervisor

VXI Global Solutions • Montgomery, AL

1d

About The Position

The Kaiser MSCC Training Supervisor at VXI Global Solutions, LLC. leads, develops, and oversees training programs for Kaiser Permanente Member Services Contact Center (MSCC) agents. The role ensures agents are proficient in Kaiser Permanente policies, procedures, and systems so they can provide exceptional member support and achieve key performance indicators.

The supervisor leads and mentors trainers, evaluates training effectiveness, collaborates with operations and quality teams, and keeps training programs current with policy and system updates. The position also maintains training resources, reports on training and performance, and addresses escalated training-related issues.

Requirements

• Bachelor's degree in Business Administration, Education, Communications, or a related field, or equivalent practical experience.
• 3–5 years of experience in training and development, preferably in a call center or customer service environment.
• 1–2 years of supervisory or lead experience managing trainers or a training team.
• Experience developing and delivering engaging training content and programs.
• Strong understanding of adult learning principles and instructional design methodologies.
• Exceptional communication, presentation, and interpersonal skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and learning management systems (LMS).
• Ability to analyze data, identify trends, and make data-driven decisions.
• Strong organizational skills and ability to manage multiple priorities effectively.
• Flexibility to work varying shifts, including evenings and weekends, as required by business needs.

Nice To Haves

• Prior experience with Kaiser Permanente or other healthcare contact center operations is highly preferred.

Responsibilities

• Supervise, coach, and mentor a team of trainers to ensure consistent, high-quality training and adherence to VXI and Kaiser Permanente standards.
• Monitor and evaluate training effectiveness through observations, assessments, performance metrics, and feedback, and make data-driven improvements.
• Collaborate with operations management, quality assurance, and Kaiser Permanente representatives to identify training needs, address performance gaps, and implement process improvements.
• Keep current with Kaiser Permanente MSCC updates, policy changes, and system enhancements, incorporating relevant information into training programs.
• Develop and maintain a knowledge base and training resources for agents.
• Provide regular reports to VXI leadership on training progress, agent performance, and departmental effectiveness.
• Handle escalated training-related issues and provide guidance to trainers and agents.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager