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Training Program Manager

2 months ago

Albany, New York, United States EmblemHealth Full time
Job Summary

We are seeking a highly skilled Training Program Manager to join our team at EmblemHealth. As a key member of our training team, you will be responsible for developing and implementing training programs that drive business results.

Key Responsibilities
  • Training Program Development
    • Conceptualize, research, develop, implement, maintain, and enhance training programs and materials to support the Contact Center.
    • Collaborate with subject matter experts, training specialists, and senior training specialists to create and improve training materials.
  • Training Delivery and Support
    • Facilitate training classes to support the Contact Center, providing technical, administrative, and other support as needed.
    • Ensure that training covers critical Contact Center areas, including customer service skills, policies and procedures, new hire orientation, and relevant systems and applications.
  • Leadership and Coaching
    • 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, recommending training to increase skills.
  • Project Management and Collaboration
    • 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.
Requirements
  • Education and Experience
    • 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.
  • Skills and Qualifications
    • 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.
Preferred Qualifications
  • Experience and Skills
    • 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.