Lead Training Specialist - Albany, United States - EmblemHealth

EmblemHealth

Verified Company

Albany, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Summary:

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.

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 trainthetrainer 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 highquality, engaging, and effective elearning courses.
Convert instructorled training content into interactive elearning courses with activities to enhance learning retention where applicable.
Provide technical, administrative, project management, logístical 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 adhoc 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 jobrelated duties as directed or required.

Requirements:

Bachelor's degree required; master's degree preferred

years of relevant professional work experience required
years of experience leading people required
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
Excellent time management skills required
Excellent communication (verbal, written, presentation, interpersonal/relationship building) skills required
Problemsolving and decisionmaking 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
Selfmotivated, innovative, and flexible required
Experience delivering training in a call center/customer contact center environment preferred
Strong knowledge of customer service/contact center daytoday operations; and customer service system(s) preferred

Additional Information