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Contact Center Training Specialist

2 weeks ago

Frederick, MD, United States RadNet Full time

Responsibilities

Job Title: Contact Center Training Specialist (CCCE Coach)

Job Summary

The CCCE Coach plays a key role in the onboarding and training of new team members within Core I, Core II or Specialty Services. This position involves overseeing the new hire classes, ensuring all learning modules are covered either through hybrid or facilitation, and fostering individualized learning at the team members' own pace. This role is responsible for making sure the new team members have the necessary skills and knowledge they need to start taking calls and excel in their roles.

Essential Duties and Responsibilities

  • Facilitate the organization of new hire classes by ensuring the successful completion of eLearning modules, conducting start and end-of-day recap sessions, and closely monitoring the progress of new hires to ensure they complete training at their own pace.
  • Partner with the operations team to arrange for new hires to work alongside their success buddies throughout the new hire training, allowing them ample practice before their transition out of training.
  • Adapt coaching to meet the needs of a diverse range of learners.
  • Expert in specialized exams to effectively coach and guide team members giving them the tools and knowledge they need to do their job.
  • Foster a positive and inclusive team culture that encourages individualized learning and growth.
  • Assess the unique learning needs and pace of each team member.
  • Identify areas for improvement and coordinate with the Lead Coach to address them.
  • Proactively drive engagement and excitement during onboarding and new hire training to enhance retention.
  • Proficiency in leveraging technology for virtual training and related tasks to effectively support remote learning experiences.
  • Present a positive representation of our company and organization in front of our new hires.
  • Maintain accurate records of new hire training activities, individual progress, and outcomes.
  • Be proficient in course materials, and remain a vigilant adherence to the learning curriculum to ensure a consistent transfer of knowledge to our newly hired agents and existing team members.
  • Develop personalized coaching plans to support individual growth and development.
  • Establish a feedback forum with new team members to gather input on the effectiveness of learning programs.
  • Meet and exceed performance goals and expectations.
Minimum Qualifications, Skills, Education, and Experience
  • Knowledge of and demonstrated ability in delivering content and coaching of team members.
  • Experience in delivering training in person and virtually.
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Excellent written communication skills.
  • Excellent program and project management skills.
  • Manages time well, correctly prioritizes tasks, and is flexible.
  • Robust familiarity with the scheduling process, diverse studies, and subsidiaries.
  • Effective listening skills aimed at encouraging diversity of ideas and a willingness to resolve conflict in a positive manner.
  • Critical thinking skills & analytical approach to problem solving and driving towards solutions.
  • Must have three (3) plus years of adult learning development experience, preferably in a call center environment (virtual & in-person).
  • Strong experience and aptitude in various Windows-based programs including PowerPoint & Excel
Preferred:
  • Strong knowledge Background as an MRI or Mammography Technician is highly advantageous, as it brings practical experience and deep technical knowledge to the role.
  • Strong experience and aptitude in various Windows-based programs including PowerPoint & Excel
  • Experience with Learning Management Systems (LMS) preferred.
  • Outstanding written and verbal communication skills.
  • Excellent organizational/planning management skills.
  • Ability to present ideas and information in a concise, organized way.
  • Experience with video design and creation.
Quality Standards
  • Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
  • Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
  • Follows OSHA regulations, RadNet and site protocols, policies and procedures.
  • Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
  • Promotes good public relations on the phone and in person.
  • Adapts and is willing to learn new tasks, methods, and systems.
  • Completes job responsibilities in a quality and timely manner.


Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel (~20% of time), drive a vehicle, and utilize other forms of transportation.