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Trainer Contact Center

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Location: Buffalo, NY, United States
Date Posted: Mar 30, 2021

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Job Description

Facility: Administrative Regional Training Cntr

Shift: Shift 1

Status: Full Time FTE: 1.000000

Bargaining Unit: ACE Associates

Exempt from Overtime: Exempt: Yes

Work Schedule: Days and Evenings

Hours: Between 7a - 7p

Summary:

This individual is responsible for developing and delivering training programs for Contact Center personnel. Trainers will develop curriculum tracks, materials, and competency evaluations across all Contact Center services. Trainers should expect to independently run classes of up to 25 new hires, inclusive of teaching, evaluating, and serving as an interim supervisor. Ideal candidates for this position will have high energy, a positive attitude, and a desire to continuously improve their skills, the training curriculum, and the contact center. Key expectations of this role include providing new and existing staff with the skills they need to successfully assist patients, working collaboratively with other Contact Center staff to achieve quality and performance standards, and creating a welcoming and positive environment for the Contact Center.

Because the Contact Center is a technology-dependent department, the Trainer must demonstrate competence to operate across various technology platforms. The Trainer must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a high-quality service that consistently meets established performance indicators within a rapidly growing centralized enterprise.

Responsibilities:

EDUCATION
  • High school diploma or equivalent required

EXPERIENCE
  • Two (2) years of training/education experience preferred
  • Contact center experience preferred
  • Epic experience preferred

KNOWLEDGE, SKILL AND ABILITY
  • Shows experience in teaching groups of varying sizes, professions, backgrounds, and abilities
  • Can create teaching materials using various platforms
  • Strong organizational and coordination skills
  • Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity
  • Can work independently while creating or teaching classes
  • Maintains high energy and a positive attitude
  • Demonstrates diplomacy and patients while interacting with consumers and colleagues
  • Technological aptitude to master additional programs and technologies, including CRFM, telephony, electronic health records, and other potential systems
  • Demonstrates regular, consistent, and punctual attendance
  • Must be able to work nights and weekends, variable schedule(s) and overtime as necessary

WORKING CONDITIONS

ENVIRONMENT
  • Some local travel is required
  • Normal heat, light space, and safe working environment; typical of most office jobs
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