Description:
Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today!
Overview:
The Specialist, Contact Center is responsible for facilitating new hire, specific areas of knowledge, on-the-job training classes, and professional development workshops for positions within the Contact Centers as directed. The Specialist will assist in evaluating training curriculum for individual team member effectiveness and growth. The Specialist will work with management to identify specific training modules to meet the needs of current team members. This position will identify and create professional developmental learning workshops for said growth opportunities of team members. This position will coordinate training schedules and continually evaluate training content and delivery. This position will conduct training classes for any unit within the Contact Centers. The Specialist will be responsible for maintaining measurement reporting of training needs and results. The training area is one of constant change. This position must be able to react positively to departmental changes and be a catalyst of innovative new developments in training targeted to both new and existing employees. This position requires initiative, motivation, creativity and the ability to understand many disciplines.
Responsibilities
- Facilitate training programs for all levels of team members in the Patient Contact Centers includes conducting trainings for new hires and professional development courses.
- Audit and maintain continual educational support materials and procedures to assist the Patient Contact Centers. These materials will be used as a reference once training has been completed.
- Continually evaluate procedures, monitor and analyze course effectiveness, and update curriculum to deliver effective training programs.
- Provide guidance and collaborate with content development teams to ensure effectiveness of training material.
- Facilitate training modules utilizing knowledge of adult learning theories and implementation.
- Evaluate comprehension and application of subject material trained.
- Manage and maintain training classrooms, materials and equipment.
- Confer with the management team early and often to identify and resolve any noticeable patterns of errors and/or behaviors within the classrooms.
- Submit confidential reports to management, to be reviewed and discussed to aid in skill development of the team and to ensure adherence to learning departmental standards.
- Direct and coordinate the training activities as they relate to skill development and increasing the knowledge retention of the learners.
- Keeps current on training design and methodologies.
- Other duties as assigned by management.
Required
- Equivalent to high school diploma or general education degree (GED).
- 5+ years work experience particularly in the customer service and/or call center field required.
- Travel up to 30% of the time and durations of stay for extended overnight periods.
Preferred
- Bachelor's Degree from an accredited college or the equivalent combination of education and experience.
- 5+ years related work experience in the training industry.
Benefits
- Medical, dental, and vision insurance
- Paid time off
- Tuition Reimbursement
- 401K
- Paid time to volunteer in your local community
Pacific Dental Services is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.