Deputy Manager - Operations - Call Center Trainer / Manager/ Supervisor
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is a general description of the Duties, Responsibilities and Qualifications
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Title: Customer Support Rep / Call Center Rep/ Contact Center Rep/ CSR/ Call
Center Agent/ Call Center Support
Location: Pensacola, FL
:: Call Center Trainer / Manager/ Supervisor
Duties and Responsibilities ::
conducts, coordinates and implements a comprehensive training program for
staff. Training components will be geared toward new hires, existing staff and
individuals who seek one-on-one assistance.Prepares
new representatives by conducting orientation to GEHC process; developing
individual coaching plans; providing resources and assistance; scheduling
orientation and ongoing training.Determines
training needs and doing TNI (training need identification) by observing GEHC
encounters; studying data, technical, service and customer experience results
reports; conferring with management.Develops
individual results by maintaining policy and procedure resources; providing
coaching; conducting training sessions; developing outcome improvement
training effectiveness by developing new approaches and techniques; making
support readily available; integrating support with routine job functions.Updates
job knowledge by participating in educational opportunities; reading
professional publications; maintaining personal networks; participating in
in all GEHC related tasks, including but not limited to process improvement,
group and individual call observation, quality calibration and mentoring
all other duties as required.
/ Aligned candidate must be flexible with the ability and willingness to work
late evenings, weekends and certain holidays. GEHC Call Center operational
hours are 24x7.
school diploma or equivalent required.Excellent
presentation skills (oral and written), as well as ability to motivate, teach
and inspire staff.Operational
knowledge of MS Office: Excel, Word and PowerPoint.Ability
to develop training and methodology programs that are unique to the
organization’s goals, values and mission statement.Customer
sales and service training experience (minimum of 3 years in industry or
to resolve problem.Strong
analytical and decision making skills.Self-development
with US Healthcare environment.Ability
to handle multiple projects and prioritize.
years in training environment.3+
years methods and procedures documentation and development.3+
years Call Center experience.Associate’s
degree or higher.