Contact Center Trainer (Training and Development Representative), Contact Center
: Job Details :

About NYC Health + Hospitals:

Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description:

The Contact Center Trainer will be responsible for the onboarding of new hires, training of existing staff, residual, and advanced skill training. They will be responsible for delivering all departmental system procedures, policies, etc. training in support of the Contact Center's efforts in achieving key performance goals.

General tasks and responsibilities will include:

• Facilitate training classes both virtually and in person for new hire and existing staff.
• Learn all applications' module functionality with proficiency to teach end users how to use any and all systems leveraged by the Contact Center
• Fully immerse and learn the end-user work flows to best facilitate the learning experience of end-users
• Identify potential training gaps/issues and work with Operations, Quality, or other Training team members to resolve and/or mitigate
• Update and maintain all necessary training materials including but not limited to lesson plans, parking lot items, SharePoint, tip sheets, and e-learnings
• Monitor student enrollment and track and manage attendance in training classes.
• Actively engage in classroom and professional feedback
• Performs other related duties as assigned by Manager, Call Center Training and Quality or Sr Director, Contact Center Shared Services

Minimum Qualifications:

1. A baccalaureate degree from an accredited college or university in Education, Psychology, Personnel Administration, Business Administration, Management or related discipline; and

2. One year of experience in employee development and training programs in a health care facility, business, educational, governmental organization or other fields related to training, development and analysis, or training in implementation of operational or management systems; and

3. Knowledge of the principles of training, psychology of learning, applications and the ability to instruct and motivate; and

4. Ability to communicate orally and relate to others; and

5. Proficient writing and research skills; or

6. A satisfactory combination of education, training and experience indicating the ability to perform satisfactorily.

Department Preferences

• 5+ years of experience in a call center environment.
• 3+ years in knowledge management, training, or other relevant role.
• Detail-oriented with the ability to properly prioritize, plan and manage time
• Strong written and verbal communication skills
• Self-motivated with the ability to work independently
• Creative problem solving
• Critical thinking
• Computer based training instructional design
• Excellent Microsoft Word, PowerPoint, and Excel skills.
• Knowledge, Skills, Abilities and other Requirements: Training, Knowledge Management, Contact Center, Healthcare Operations, Learning Management Systems, Contact Center CRM and/or Health EMR, ADDIE Learning model

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs