Lead Training Specialist, Contact Center at Emblem Health in Farmington, Connecticut

Job Description:

Conceptualize, research, develop, implement, maintain, and enhance Contact Center related training programs/materials.Facilitate training classes to support the Contact Center: provide technical, administrative, and other support as needed. Ensure that training covers critical Contact Center areas such as: customer service skills; policies and procedures; new hire orientation; relevant systems and applications (i.e., Service Cloud, Avaya, etc.) functionality related to the Contact Center.

Responsibilities:

• Perform independent research to support the ideation, creation, and development of training programs and materials designed to enhance Contact Center capabilities and processes.


• Develop programs and training that maximize effectiveness of Contact Center staff performance.


• Collaborate with Learning & Development to create and enhance training materials to ensure accuracy and delivery reflects leading practices to support a differentiated customer experience.


• Facilitate training programs related to customer service/contact center day-to-day operations including customer service skills, etiquette, courtesy, and contact center application functionality.


• Provide technical, administrative, project management, logistical and other support as needed to maximize the effectiveness of processes, programs, approaches, and materials.


• In collaboration with Contact Center management, determine training needs and opportunities.


• Enhance training/training materials to increase understanding; monitor and provide feedback on the effectiveness of the training programs and materials; provide improvement recommendations.


• Develop online Contact Center related training materials.


• Present Contact Center new hire orientation related to the brand, background and enterprise mission.


• Participate in projects that evaluate new processes, systems, etc. to support corporate initiatives.


• Collaborate with other areas to determine additional training needs.


• Produce and deliver ad-hoc reports, presentations, analysis, etc. to support organizational goals.


• Perform other job-related duties as directed or required.

Qualifications:

• Bachelor’s Degree required; Master’s Degree preferred


• 4 – 6 years of relevant professional work experience required


• 2 – 3 years of training development and delivery experience required, preferably in a classroom or large audience setting


• Experience delivering training in a call center/customer contact center environment preferred


• Strong knowledge of: customer service/contact center day-to-day operations; and customer service system(s) preferred


• Software application training experience required


• Excellent time management skills required


• Excellent communication (verbal, written, presentation, interpersonal/relationship building) skills required


• Critical thinking skills to develop or assess materials that will help employees understand the subjects being taught, understand the needs of the employees and judge what will work required


• Problem solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization required


• Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required


• Strong knowledge of Microsoft Word Suite including PowerPoint for producing training materials and presentations required


• Flexibility to accommodate travel to various locations a must


• Self-motivated, innovative and flexible required

Additional Information

• Requisition ID: 200ZN