Trainer - Service Operations Call Center

3 weeks ago

Detroit, Michigan, United States Blue Cross Blue Shield of Michigan Full time
This position can be based out of our Detroit, Lansing or Grand Rapids location.

Responsible for developing and conducting formal classroom training delivery, providing on-the-job training (OJT) and post-training support, and developing training materials and programs.

* Plan, coordinate, develop and implement approved projects which are Divisional and/or Corporate in scope in order to enhance the overall efficiency of operational procedures, methods, controls and performance.

* Responsible for compiling and reporting trainee performance up to various levels of leadership, following each training course. * Provide leadership team with status of projects; issue, communicate and recommend policy decisions to achieve project * objectives. * Assist personnel (both internal and external) by answering questions, supplying information and training in assigned area(s). * Represent department and division as requested on work groups and special assignments, including related testing.

* Function as subject matter expert on divisional work groups and act as a liaison with the Instructional Design Center.

* Identify documentation or delivery defects and gaps presenting recommendations as required. * Maintain training materials/curriculum and documentation for Claims and Enrollment processors as well as Customer Service Representatives.

* Work closely with management and supervisory staff and other subject matter experts in order to coordinate and deliver training as well as analyze and develop training and/or documentation needs.

* Utilize up-to-date technical skills to navigate through electronic leadership tools and platforms; with the ability to test new tools as required.

"Qualifications" * Bachelor's Degree in Education, Instructional Design, Communications or related discipline is required.

* Four (4) years BCBSM and/or related experience which must include specified years of experience in certain disciplines as designated by department.

* Proven experience in group presentations, leading and/or involvement in special projects, preparation of employees for job responsibilities through conducting OJT, performance evaluation feedback, coaching, etc.

* Demonstrated PC skills in word processing and spreadsheets. * Ability to design and produce training materials based on the Instructional Design Process. * Knowledge of Adult Learning Principles. * Good verbal and written communication skills. * Other related skills and/or abilities may be required to perform this job. * Valid Michigan driver's license required * Frequent travel to business locations as required.

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.

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