Job Description

TRAINER - CALL CENTER EXPERIENCED

THIS IS YOUR DREAM JOB!

JOB DESCRIPTION:

• Designs, develops and delivers webinars, instructional materials, job aids, documentation and communication to all enterprise staff. This may involve using software tools such as UPK, Adobe Presenter, Adobe, WebEx, Go-to-Meetings, and MS PowerPoint.
• Leads and coordinates training projects, updates SharePoint, and acts as a liaison between the Department and end-users.
• Manages external training with general and e-business vendors.
• Serves as a team member and partner to all enterprise staff, identifying opportunities for improved services and learning solutions. Provides technical and procedural support to business and technical project teams.
• Develops and updates internal training department systems including course cataloging, reporting, and recordkeeping, marketing on Intranet, and recognition and community-focused programs.
• Works on the enterprise-wide training systems processes. Performs miscellaneous duties as assigned.

SKILLS/EXPERIENCE:

• A MINIMUM OF 3 YEARS' EXPERIENCE IN THE TRAINING FIELD including facilitation, training development, and instructional design.
• Call Center Training experience within the Insurance or Healthcare industry is preferred.
• Strong team skills, project management skills, and time management skills and multi-tasking abilities.
• Overnight travel may be required. On occasion, flexible work hours may be required.
• Strong analytical skills, knowledge of adult learning principles, and instructional design skills (including one or more of the following: eLearning, Instructor-led training, action learning, and informal learning solutions).
• Knowledge and application of English grammar with composition, editing, and proofreading skills.
• Knowledge of Enterprise Training policies, procedures and guidelines.
• Excellent public speaking and presentation skills required.
• Must be PC literate; MS Office skills (Word, Excel, PowerPoint). Strong MS Excel and Adobe Captivate skills preferred.
• Able to work standard office equipment (personal computer, photocopy machine, fax machine, and Intranet and some learning presentation authoring tools, etc.).
• Ability to work on a computer up to 7 hours a day. Close vision required for computer usage.
• Regularly required to sit for long periods of time, and occasionally stand and walk.
• Regularly uses hands to operate computer and other office equipment.
• Occasionally required to stoop, kneel, climb and lift up to 25 pounds.
• Ability to maintain consistent, regular attendance. Ability to report to perform tasks in a physical work office environment.
• Ability to effectively communicate concepts and other information to all levels of employees and management across the Enterprise.
• Ability to make effective presentations. Ability to clearly present written information and findings.
• The ability to collaborate with diverse cross-functional groups and interact well with management, all levels of employees and outside contacts.

REQUIRED SKILLS:

TRAINING EXPERIENCE IN CUSTOMER SERVICE AND FRONTLINE WORKERS (AGENTS/EXAMINERS), HEALTH INSURANCE OR DENTAL INSURANCE, CONTACT CENTER