Training Facilitator

HealthEdge • Remote,

5d • $69,000 - $79,000 • Hybrid

About The Position

HealthEdge is looking for a dynamic call center trainer to join our company and contribute to our phenomenal growth. In this role, you'll be responsible for scheduling and conducting training sessions for both new and experienced call center agents, and supporting employees to maintain the productivity and quality of our customer service operations. To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. You will be a friendly, approachable individual with effective teaching and communication skills. You will bring your experience in training call center agents to effectively resolve inquiries from members and providers of our health plan customers.

Requirements

• At least 4 year's experience working as a call center trainer or team leader.
• Familiarity with learning management systems.
• Excellent knowledge of customer service best practices.
• Strong teaching abilities, communication and mentoring skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
• Ability to work remotely and independently.

Nice To Haves

• A bachelor's degree and additional certification in business leadership, eLearning software, or adult education and training is preferred.

Responsibilities

• Developing call centers' education materials, including written and digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding call handling techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
• Training experienced employees on new or updated call center procedures and scripts to improve their performance.
• Observing the daily operations of call center employees and identifying any areas of improvement.
• Monitoring recorded calls to identify training opportunities and upskilling requirements.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.

What This Job Offers

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