Subject Matter Expert (SME)-Operations

About the role

The Subject Matter Expert (SME) is responsible to collaborate with assigned class Trainer/Vendor and UHC support in accordance with the classroom job responsibilities. The SME will actively be engaged in class participation and/or activities needed to assist and motivate agents in their role.

Responsibilities

• Set up and invite Participants to team chats for learners, Trainers, and SMEs in Training Channel
• Update daily attendance tracker
• Monitor learner's login to Genesys/Pulse-Not Ready codes
• Participate and observe in Simulated Practices and fishbowls
• Observe and document agent/learner behavior
• Submit daily Recap to Vendor/UHC support
• Assist/troubleshoot learners with system issues
• Proactively identifying and assisting as needed

Requirements

• Must be prior season returner Agents, must go through wave 0 or new hire training prior to supporting the training classroom.
• Supervisor/Coach, must go through wave 0 or new hire training prior to supporting the training classroom.
• Trainers

Qualifications

• High School Diploma or equivalent
• Active resident Health Insurance Producer License
• Previous experience as a licensed sales agent handling inbound or outbound sales calls
• Must obtain and maintain non-resident licenses as needed: AL, AZ, CA, FL, GA, IL, MO, NJ, NY, NC, OH, PA, TX, VA, WA
• Must successfully complete a Simulated Call Assessment facilitated by a Vendor Lead or SME before being assigned to a team
• Required to attend all initial and refresher training sessions assigned to sales agents
• Experience coaching or mentoring others in a sales environment is a plus