Operations Training Specialist bei MedImpact

Summary

The Operations Training Specialist effectively analyzes, develops, recommends and delivers training programs to department’s management and/or staff.  This position is also responsible for updating, enhancing and producing quality training materials, identifying and recommending ongoing/new training in alignment with contact center customer service philosophy and business needs.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Analyzes training needs, make recommendations and develop training programs including skill development exercises, required training lessons, reliability testing, instructional materials, mentoring and technical coaching in order to improve workflow.

• Delivers new hire and continuing education training to Contact Center staff.  Delivers training through a variety of presentation formats, including classroom, one on one, e-mail, unit meetings and demonstrations. Monitor student progress throughout duration of training, providing coaching and developmental feedback. Complete daily tracking, including end of course evaluations and trainee assessments.

• Creates a positive impression of MedImpact and the Contact Center, through words and actions; Maintains a professionally structured class environment according to established policies and procedures.  Facilitates transition of students from training to work environment, ensuring competency levels are sufficient.

• Maintains and verifies that review exercises are relevant; creates assessments and procedures to measure success of conducted training, measures retention of new and tenured agents.  Provides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or procedures.

• Collaborates in the development, implementation and delivery of training programs by; regular participation in training development activities, certifying all courses taught, demonstrating a high level of quality methods and skills in training evaluations.  Revises and rewrites materials to reflect nuances or enhancements in internal processes.

• Establishes learning objectives, identify best practices and measure results.  Provides regular feedback and reports relative to training progress, roadblocks, and training materials;

• Encourages participation and open communication by providing regular reports of plans, progress and recommendations to department leadership.

• Participates in ongoing self-development to ensure knowledge and proficiency in skills development; Establish relationship with instructional design team to learn design methodology and become familiar with learner and facilitator guide standards.  Research service information for each client by attending team meetings and periodic calibration sessions, conducting side-by-side observations and call monitoring for training department purposes

Supervisory Responsibilities        

Responsible for supervision of non-exempt trainees, including work assignment, attendance monitoring, and addressing complaints and resolving problems; interviewing, selecting, training, developing, and appraising performance in accordance with the organization’s policies and applicable legal requirements.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

BS/BA and 3+ years’ experience or equivalent combination of education and experience

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite Word Processing software. Ability to understand system functionality, experience with analyzing legacy systems for training purposes

Certificates, Licenses, Registrations

Certified Technical Trainer (CTT+) certification preferred.

Other Skills and Abilities

• Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job.  Strong attention to detail and follow-through skills.

• Strong attention to detail and follow-through skills.  Ability to gather and analyze data and make recommendations to manage growth and change. Demonstrated maturity of judgment under pressure/ability to resolve/mediate problems.

Reasoning Ability                                 

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Mathematical Skills     

• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Language Skills

• Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

Composure

Decision Quality

Organizational Agility

Problem Solving

Customer Focus

Drive for Results

Peer Relations

Time Management

Dealing with Ambiguity

Learning on the Fly

Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position must work on-site at the Tempe, AZ location for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders.  Remote work is not an option for these purposes.

Working Hours

This is an exempt level position requiring the incumbent to work the hours required to fully accomplish job responsibilities and reasonable meet deadlines for work deliverables. The individual must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required.  Work hours may be changed from time to time to meet the needs of the business.  Typical core business hours are Monday through Friday from 8:00am to 5:00pm.

Travel

This position requires no travel however attendance maybe required at various local conferences and meetings.