The posting
Overall Purpose:
- Facilitates training programs that may include product training, company background and industry policies.
- Implementing Training assessments and monitoring trainee performance through established measurements.
Responsibilities:
- Develops and executes the end to end process for all required training programs from a content delivery and training administration perspective;
- Facilitates all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development;
- Manages the training environment and identifies improvement opportunities in the learning process based on production needs, metrics and expectations;
- Executes basic needs analysis to identify a training need;
- Reviews curriculum and learning materials on a regular basis and develops new content when necessary;
- Monitors process understanding of agents and identify agents’ strengths and areas for improvement.
- Provides timely, constructive feedback to agents through call monitoring system and in-person to aid in the enhancement of the following skills: telephone etiquette, customer service and call management Evaluates agent performance in training and provides appropriate coaching interventions.
- Coordinates the timely delivery of coaching to all required personnel with the appropriate management team members
- Collaborates with team leaders and trainers / training managers to improve the process knowledge of agents.
- Acts as process mentor & coach to the agents and may also serve as a back-up point of escalation when Subject Matter Experts are unavailable.
Skills and Qualifications:
- Current U.S. Registered Nurse in good standing to practice required
- Proficient analytical skills
- Experience in medical or insurance field preferred
- Knowledge of ICD-9 and CPT codes preferred
- Managed care experience preferred
- Knowledge of Adult Learning Theory preferred
- Nursing degree holder
- 2 years clinical experience required
- Related outsourcing operations experience preferred
- Working knowledge and experience with computers and internet
- 2 – 3 years of work experience in the Contact Center industry, preferred
- 1 – 2 years of training or teaching experience
- Customer service or its equivalent for a designated customer bas
- Technical or Specific Skills (e.g. technical, computer)
- A working knowledge of MS Office products, with strong Excel and PowerPoint skills
- Proficient in report writing, business correspondence
- Proficient in Client applications
