Job Description

Overall Purpose:

• Facilitates training programs that may include product training, company background and industry policies.
• Implementing Training assessments and monitoring trainee performance through established measurements.

Responsibilities

• Develops and executes the end to end process for all required training programs from a content delivery and training administration perspective;
• Facilitates all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development;
• Manages the training environment and identifies improvement opportunities in the learning process based on production needs, metrics and expectations;
• Executes basic needs analysis to identify a training need;
• Reviews curriculum and learning materials on a regular basis and develops new content when necessary;
• Monitors process understanding of agents and identify agents’ strengths and areas for improvement.
• Provides timely, constructive feedback to agents through call monitoring system and in-person to aid in the enhancement of the following skills: telephone etiquette, customer service and call management Evaluates agent performance in training and provides appropriate coaching interventions.
• Coordinates the timely delivery of coaching to all required personnel with the appropriate management team members
• Collaborates with team leaders and trainers / training managers to improve the process knowledge of agents.
• Acts as process mentor & coach to the agents and may also serve as a back-up point of escalation when Subject Matter Experts are unavailable.

Skills and Qualifications:

• Current U.S. Registered Nurse in good standing to practice required
• Proficient analytical skills
• Experience in medical or insurance field preferred
• Knowledge of ICD-9 and CPT codes preferred
• Managed care experience preferred
• Knowledge of Adult Learning Theory preferred
• Nursing degree holder
• 2 years clinical experience required
• Related outsourcing operations experience preferred
• Working knowledge and experience with computers and internet
• 2 – 3 years of work experience in the Contact Center industry, preferred
• 1 – 2 years of training or teaching experience
• Customer service or its equivalent for a designated customer bas
• Technical or Specific Skills (e.g. technical, computer)
• A working knowledge of MS Office products, with strong Excel and PowerPoint skills
• Proficient in report writing, business correspondence
• Proficient in Client applications