Training Facilitator

Responsibilities

• Developing call centers' education materials, including written and digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding call handling techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
• Training experienced employees on new or updated call center procedures and scripts to improve their performance.
• Observing the daily operations of call center employees and identifying any areas of improvement.
• Monitoring recorded calls to identify training opportunities and upskilling requirements.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Making measurements of the effectiveness of training sessions and preparing individual or team progress reports.

Requirements

• A bachelor's degree and additional certification in business leadership, eLearning software, or adult education and training is preferred.
• At least 4 years of experience working as a call center trainer or team leader.
• Familiarity with learning management systems.
• Excellent knowledge of customer service best practices.
• Strong teaching abilities, communication, and mentoring skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
• Ability to work remotely and independently.

Skills

• A bachelor's degree and additional certification in business leadership, eLearning software, or adult education and training is preferred.
• At least 4 years of experience working as a call center trainer or team leader.
• Familiarity with learning management systems.
• Excellent knowledge of customer service best practices.
• Strong teaching abilities, communication, and mentoring skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
• Ability to work remotely and independently.

Benefits

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

Pay

The annual US base salary range for this position is $69,000 to $79,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.

Schedule

This is a full-time, permanent position with FLSA classification as exempt. Work across multiple time zones in a hybrid or remote work environment. Long periods of time sitting and/or standing in front of a computer using video technology. May require travel dependent on company needs.