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Training Manager

Training Manager

Quality Assurance - Nc
Job Locations 
Employment Type 
Regular Full-Time
Position Schedule 

More information about this job

Position Summary

This role supports all training related activities and manages the training function as well as training resources.  Design, develop, implement, and facilitate management/ leadership training to site staff. Serves as a resource, leader and role model for site employees and contributes to the development of site and departmental training improvement initiatives.

Essential Job Functions & Responsibilities

  • Single point of contact for all site level training initiatives
  • Design new hire training to adhere and align to departmental and organizational policies, standards, and procedures
  • Provides oversight, management, and leadership of site level training performance to ensure adherence to departmental procedures, standards, and policies
  • Give insight to management and leadership team on training trends, challenges, and recommendations to drive operational excellence
  • Design, develop, implement, and delivers leadership and management training programs and modules using the ADDIE method
  • Analyzes training data such as graduation rate and attrition rate to isolate training deficiencies in a complete, accurate and timely manner.
  • Partners with Contact Center Success Coach Supervisor and Success Coaches to ensure flawless execution of Contact Center new hire training and  training related activities
  • Partners with Quality Analyst to gain insight on departmental quality performance and use data to modify training approaches and materials
  • Assists in the identification and assessment of training needs within the department.
  • Deliver and facilitate Contact Center & Revenue Cycle new hire training
  • Develops and maintains all training material and manuals in partnership with departmental management and leadership
  • Attend monthly ATD and/or training association meetings for personal and professional development
  • Interacts with other departments to ensure training material, procedures and processes are up-to-date.
  • Develop, coach, and manage trainers through classroom observations and special assignments aligned to departmental goals
  • Handles special projects as directed by management.
  • Provide oversight, management, and leadership of recognition programs

Required Qualifications

  • Associate and/or Bachelor degree in health or business administration or equivalent work experience
  • Two to five  years of customer service/call center experience
  • Prior experience in analyzing and interpreting data and recommending solutions.
  • Facilitation and coaching experience
  • Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.
  • Strong organizational skills.
  • Proficient in Microsoft Office software
  • Highly motivated with a strong work ethic and attention to detail.
  • Good interpersonal skills
  • Strong oral and written business communication skills