Contact Center Trainer

Profile

Contact Center Trainer
at Healthgrades
Madison, Wisconsin
Healthgrades is focused on providing trusted information that helps consumers and providers make meaningful connections. As a
Contact Center Trainer
, you will oversee the technical training of all Contact Center customer service staff, including developing and administering new hire training and ongoing skills training for employees.
What you will do:
Identify and assess training needs of the Contact Center
Create multi-media training programs and presentations for group and one-on-one settings
Develop problem solving scenarios within training programs
Evaluate training program effectiveness and create training documents for clients
Train customer service staff for specific jobs
Provide new hire technical training related to computer applications, phone systems, and Contact Center processes and procedures
Conduct follow-up meetings after initial training has been completed
Provide ongoing training to enhance skills and experience in dealing with escalated calls or difficult situations as well as ongoing training regarding technological updates and operational or procedural changes
Ensure client information is current and accurate
Present Contact Center performance statistics at client review meetings
Collect and summarize performance data and trends and share client feedback with Contact Center leadership
What you will bring:
Bachelor’s degree in business, adult education, or related field, or equivalent experience
1 years of experience teaching and/or training, virtual and in person, and working within a call center environment
Experience using Google Drive and PowerPoint
Ability to create a welcoming & engaging environment and the ability to tailor communication to different audiences
Ability to set priorities and manage time to complete tasks and meet deadlines
Why Healthgrades?
At Healthgrades, we recognize that our people drive our greatest achievements. We are passionate about maintaining a fulfilling, rewarding and high-energy work environment while setting the stage for your continued success.
Purpose-Driven Business – we help people make more confident healthcare decisions
Changing the Game – dynamic, employee-focused culture with career advancement opportunities
Community Builders – partners of local charity organizations, matching gifts program, Go-Green efforts, and wellness initiatives
Robust Perks – generous PTO, inclusive healthcare, learning & development programs, 401k programs, tuition repayment, family planning resources & more!

Company info

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