Kaiser MSCC Training Supervisor

VXI Global Solutions • Montgomery, AL

16h

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 strong member support and meet key performance indicators.

The supervisor manages trainers, evaluates training effectiveness, works with operations, quality assurance, and Kaiser Permanente representatives, and keeps training resources current with policy and system changes. The role also reports on training progress and performance and handles 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; call center or customer service experience is preferred.
• 1–2 years of experience in a supervisory or lead role managing trainers or a training team.
• Experience developing and delivering engaging training content and programs.
• Understanding of adult learning principles and instructional design methodologies.
• Strong 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.
• 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.

Responsibilities

• Supervise, coach, and mentor trainers to ensure consistent, high-quality training that follows VXI and Kaiser Permanente standards.
• Monitor and evaluate training through observations, assessments, performance metrics, and feedback, and adjust programs based on findings.
• Collaborate with operations management, quality assurance, and Kaiser Permanente representatives to identify training needs, address performance gaps, and implement process improvements.
• Keep training programs up to date with Kaiser Permanente MSCC updates, policy changes, and system enhancements.
• Develop and maintain a knowledge base and training resources for agents.
• Report regularly to VXI leadership on training progress, agent performance, and departmental effectiveness.
• Handle escalated training-related issues and guide trainers and agents.

What This Job Offers

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