Overview:
Responsible for delivering instructor-led training classes to new and existing D-H employees, assisting in curriculum development and facilitating the successful integration of a preceptor program, new and existing programs, and policies and procedures into the contact center environment at any D-H on-site or outsourced contact centers.
Responsibilities:
- Delivers both classroom and on the job training including but not limited to new hire, operational, procedural, product, process and behavior reinforcement at multiple locations.
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Facilitates programs and implements on-going initiatives that improve the transfer of customer service skills from the classroom to the designated role(s).
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Assesses contact center service and staff performance levels and assists with the tracking of skills assessment and measurements.
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Trains instructors in effective techniques/methodology of providing training or facilitating (to include Train the Trainer sessions for internal and remote call centers).
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Develops and improves training program, curriculum and context for existing and new programs, in addition to updating and maintaining the training manual, materials, and knowledge base.
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Conducts and communicates the results of an assessment of all contact center training programs.
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Collaborates across the organization to ensure contact center environment is prepared to support new programs from both a logistics and training standpoint.
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Partners with organizational resources on improvement projects across all sites.
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Maintains relationships within the organization in order to research, analyze, review and create recommendations for training and development materials.
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Performs other duties as required or assigned.
Qualifications:
- High School diploma or equivalent required.
- Two years of classroom training and/or on the job training experience required.
- Previous experience in a call/contact center environment with 2 years of experience in a healthcare or insurance customer service environment preferred.
- Experience with multi-media (audio, video, web-based systems) and MS Office programs (OneNote, Outlook, Excel, Word, PowerPoint) required.
- Ability to travel up to 75% across the organizational sites
- Strong planning, facilitation and public speaking skills required.
- Excellent verbal and written communication and analytical skill with a strong attention to detail.
- Ability to train others to resolve issues on the first contact by being proactive, patient, empathetic, and understanding
- Must be able to sit/stand at computer terminal or in a classroom environment for extended periods of time.
- Availability to work various shifts, work hours and days as needed based on departmental/system demands.
- Must be self-directed, organized and project a professional image.
- Strong ability to handle multiple priorities and projects concurrently.
- Possess a high level of demonstrated accountability with prior positions.
- Success navigating in a matrix environment.
- PMP training/certification is a plus
Required Licensure/Certifications:
- Six Sigma Yellow Belt Certified within 1 year
- Six Sigma Green Belt Certified within 3 years