Lead Training Specialist
- Conceptualize, research, develop, implement, maintain, and enhance Contact Center related training programs/materials.
- Facilitate training classes to support the Contact Center: provide technical, administrative, and other support as needed.
- Ensure that training covers critical Contact Center areas such as: customer service skills; policies and procedures; new hire orientation; relevant systems and applications (i.e., Service Cloud, Avaya, etc.) functionality related to the Contact Center.
Responsibilities:
- Oversee and supervise training staff to ensure each member of the team is fully capable of delivering high quality, effective training curriculum.
- Evaluate, coach and mentor staff; recommend training to increase skills.
- Facilitate train-the-trainer sessions to help improve trainer skillsets.
- Partner and consult with vendors to support development and maintenance of content.
- Work with Contact Center management to determine training needs and opportunities and manage training calendar.
- Develop and enhance training programs that maximize effectiveness of Operations staff performance.
- Perform independent research to support the ideation, creation, and development of training programs and materials designed.
- Collaborate and work with SMEs, Training Specialists and Sr. Training Specialists to create and improve training materials to ensure accuracy and delivery reflects leading practices to support a differentiated customer experience.
- Develop/revise comprehensive training programs, using various modalities, with the collaboration of colleagues, SMEs and key stakeholders.
- Create multimedia, graphics, and interactive course solutions by integrating supporting material/media into courses (audio, video, resources, etc.).
- Design and create high-quality, engaging, and effective e-learning courses.
- Convert instructor-led training content into interactive e-learning courses with activities to enhance learning retention where applicable.
- Facilitate training programs related to customer service/contact center day-to-day operations including customer service skills, etiquette, courtesy, and contact center application functionality.
- Provide technical, administrative, project management, logistical and other support as needed to maximize the effectiveness of processes, programs, approaches, and materials.
- Support project management training tasks related to new implementations, process changes, and new business to meet organizational needs.
- Produce and deliver ad-hoc reports, presentations, analysis, etc. to support organizational goals.
- Monitor and review the success of end user training by using quality results, assessment results, survey results, and observations or through discussions with organizational managers and trainers.
- Perform other job-related duties as directed or required.
Requirements:
- Bachelor’s degree required; master’s degree preferred; additional experience/specialized training may be considered in lieu of educational degree requirement
- 4 – 6+ years of relevant professional work experience required
- 3 – 5+ years of experience leading people required
- 2 – 3+ years of training design, development, and delivery experience in a virtual, classroom and large audience setting required
- Knowledge of adult learning theory; experience with inclusive training methodologies required
- Software application training experience required
- Excellent time management skills required
- Excellent communication (verbal, written, presentation, interpersonal/relationship building) skills required
- Critical thinking skills to develop or assess materials that will help employees understand the subjects being taught, understand the needs of the employees and judge what will work required
- Problem-solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization required
- Experience developing eLearning modules using tools such as Articulate Storyline, Rise, Camtasia, or Captivate required
- Expert level command of course authoring tools, specifically Storyline 360, and course development methodologies required
- Ability to effectively manage multiple projects and tasks with competing objectives, priority levels, and deadlines; and to develop and adhere to time schedules to meet project deadlines and to sequence activities logically required
- Ability to follow instructions, procedures, and assignments accurately within a set time frame and to function under stressful situations, in a calm and rational manner required
- Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required
- Strong knowledge of Microsoft Suite including Word and PowerPoint for producing training materials and presentations required
- Flexibility to accommodate travel to various locations required
- Self-motivated, innovative, and flexible required
- Experience delivering training in a call center/customer contact center environment preferred
- Strong knowledge of customer service/contact center day-to-day operations; and customer service system(s) preferred
About Organization
EmblemHealth is one of America’s largest not-for-profit health insurers, serving more than three million people in the New York tristate area. With an 85-year legacy of serving New York communities, EmblemHealth offers a full range of commercial and government-sponsored health plans to employers, individuals, and families. We started back in the 1930s, at the height of the Great Depression. Out of hard times, the idea of health insurance was born — a system that would protect everyday people from financial misfortune if they had an accident or illness. Two companies from those early days of health insurance, Group Health Incorporated (GHI) and Health Insurance Plan of Greater New York (HIP), would later merge and become EmblemHealth. And after 85 years, our purpose as a not-for-profit is still the same — to provide quality, affordable health insurance for New Yorkers and their families. The EmblemHealth family of companies provides insurance plans, primary and specialty care, and wellness solutions. The family of companies covers the whole health journey, starting with affordable coverage through EmblemHealth, and ConnectiCare, a leading health plan in Connecticut. The family of companies also includes the AdvantageCare Physicians medical practice, and WellSpark Health, a barrier-breaking digital wellness company. As a family of companies with deep community roots, EmblemHealth Neighborhood Care and ConnectiCare Centers offer free wellness and community resources. Together, the family of companies creates healthier futures for customers and communities. We think of ourselves as an 85-year-old start-up — big enough to offer the stability and benefits of a major corporation, with a ferocious commitment to innovation, collaboration, and flexibility. We believe in what we’re doing. And we’re looking for passionate people to join us.