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Contact Center Training Specialist
1 month ago
About the Role
We are seeking a highly skilled Contact Center Training Specialist to join our team at Hackensack Meridian Health. As a key member of our Patient Access Center, you will be responsible for developing and delivering training programs to ensure our staff have the skills and knowledge they need to provide exceptional patient care.
Key Responsibilities
- Develop and facilitate training programs to enhance customer service skills, policies, and procedures for Patient Access Center staff.
- Design and implement leadership training and performance goals for Call Center Supervisors and Team Leads to improve skills and professional growth.
- Collaborate with medical offices, hospital departments, and Digital Technology Services to ensure training materials reflect business requirements and customer service standards.
- Manage the class climate, ensuring a learning environment that is open, engaging, challenging, and geared to an adult audience.
- Perform assorted administrative or operational functions, such as researching and developing multi-media training materials and maintaining a training calendar and database.
Requirements
- Bachelor's degree and/or 5+ years of experience in high-volume, multi-skilled, and multi-site Contact Center required.
- Minimum of 2 years of experience leading training, including training/facilitation experience, preferably in a classroom or large audience setting.
- Excellent organization, communication, and interpersonal skills to interact effectively with all levels of staff, external vendors, and customers.
- Strong presentation, verbal, and written skills, with excellent computer skills and proficiency in tools to create engaging presentations and work aids.
- Ability to manage and prioritize multiple priorities in a dynamic, fast-paced environment, with a flexible work style and ability to work within a diverse team.
About Us
Hackensack Meridian Health is a leading healthcare organization committed to delivering exceptional patient care and transforming healthcare in our community. We offer a collaborative and supportive work environment, competitive benefits, and opportunities for professional growth and development.
