Call Center Training Manager at Enterprise Information Services, LLC in Phoenix, Arizona

Posted in Management 27 days ago.

Job Description:

Security Clearance required:

No clearance required

Cognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people's lives today!

Job Description

The Training Manager will be responsible for the design, development, and delivery of training to all call center and document processing personnel in a 200+ facility to ensure they are prepared to perform their responsibilities. This includes initial delivery, remediation, refresher training, on-the-job training, cross training, and just in-time training.

Key Responsibilities

  • Conduct a thorough analysis of the training needs for both call center agents and document processing technicians

  • Lead the development of a training plan and training modules, collaborating with the client and other subject matter experts

  • Oversee all training activities during implementation period, surge periods and ongoing operations

  • Ensure that the training content is current and accurate

  • Ensure that the knowledge base content is clear and accurate

  • Design and develop training materials in accordance with accepted instructional design methodology for CBT, virtual and classroom training

  • Work with the selected learning management system to track and report training data

  • Oversee and prepare the training team to deliver training onsite or via web conference as needed

  • Manage training schedules to ensure staff is trained as needed for initial go live and ongoing operations

  • Collaborate and coordinate activities with workforce management quality teams

  • Manage training staff and perform evaluations; assess training effectiveness

  • Interface with client staff as needed

  • Report issues and status to leadership and client as appropriate

  • Perform additional tasks as assigned

Required Qualifications

  • Bachelor's Degree or work experience in a related field

  • Minimum of four years' experience developing and overseeing call center training and leading a team of trainers

  • Excellent oral and written communications skills, with specific focus on telecommunications-centric operations

  • Five years' experience supporting the creation and operationalization of different training tools such as FAQs, scripts, virtual training, computer-based training, guided resolution, and other content typically included in a contact center knowledge base

  • Must be prepared to work onsite in the Phoenix AZ area

Candidates that do not meet the required qualifications will not be considered.

Preferred Qualifications

  • Experience working in a health care related or Medicaid program environment is a plus

  • Experience conducting training remotely as well as onsite

  • Bi-lingual capabilities are a plus

  • Capable of conducting training sessions, leading meetings and making presentations

  • Effective report development and management