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Customer Solution Center Training Specialist - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Los Angeles, CA Los Angeles, California |
About this job
DUTIES
The Training Specialist is responsible for conducting functional training Customer Solution Center (CSC) staff in Customer Service, HIPAA Compliance, Plan Partner agreements, Departmental Policies and Procedures (including product operations), Supervisory/Managerial on boarding, and any additional work processes as needed.
In addition, is responsible for developing, up keeping, and facilitating training (new and remedial) on Specialty Lines of Business (e.g., Cal Medi-Connect, L.A. Care Covered) and technology/system enhancements and updates (QNXT, CRM tools, Share Point, etc.…).
The Training Specialist is also responsible for coordinating and assisting with facilitating monthly remedial training to CSC staff on identified areas of improvement, such as Appeals and Grievance processes, Claims, etc.…through various delivery methods that meet business needs (web, LMS, power point, etc.…) and coordinating with other units or departments in the development and implementation of technical procedures in triage of phone calls.
The Training Specialist is responsible for training Customer Service Vendors on new Customer Solution Center processes and updated Desk Level Procedures. The Training Specialist intermittently support other departments within the organization.
This position oversees new staff during the first 8 weeks, which includes close support to help assure that they meet the performance goals and department standards and will design and implement a scorecard audit procedure to assess the Customer Service performance of Call Center Reps and other employees within the Customer Solution Center. Coordinate timely implementation of mini-surveys and conduct performance studies within the verticals of CSC which includes working with the Quality Review team to identify points of training needs, and reports results and findings of surveys and performance studies to the Training Supervisor, to analyze and identify areas of training needs and improvement.
The Training Specialist will also work with Human Resources to ensure specialized training programs are tailored for the Customer Solution Center Department (Call Center Unit, Membership Information Unit and Member Relations Unit).
QUALIFICATIONS & REQUIREMENTS
EDUCATION
Required:
High School Diploma
Bachelor's Degree
EXPERIENCE
With High School Diploma: At least 6-8 years of previous experience as a trainer in a call center or customer service with a broad knowledge of training program design and delivery methods.
Strong, decision-making and interpersonal skills.
Excellent verbal land written communication skills. Ability to write routine reports and correspondence.
Excellent Microsoft Office skills (Excel, PowerPoint, Word).
Strong analytical and organizational skills.
Ability to interpret technical data, processes, operating and maintenance instructions and procedure manuals.
Attention to detail.
Must be a strong team player willing to work toward achieving team goals.
Must be flexible to meet the changing training needs.
Preferred:
With Associate's Degree: At least 5 years of previous experience as a trainer in a call center or customer service with a broad knowledge of training program design and delivery methods.
With Bachelor's Degree: At least 3-5 years of previous experience as a trainer in a call center or customer service with a broad knowledge of training program design and delivery methods.
The Training Specialist is responsible for conducting functional training Customer Solution Center (CSC) staff in Customer Service, HIPAA Compliance, Plan Partner agreements, Departmental Policies and Procedures (including product operations), Supervisory/Managerial on boarding, and any additional work processes as needed.
In addition, is responsible for developing, up keeping, and facilitating training (new and remedial) on Specialty Lines of Business (e.g., Cal Medi-Connect, L.A. Care Covered) and technology/system enhancements and updates (QNXT, CRM tools, Share Point, etc.…).
The Training Specialist is also responsible for coordinating and assisting with facilitating monthly remedial training to CSC staff on identified areas of improvement, such as Appeals and Grievance processes, Claims, etc.…through various delivery methods that meet business needs (web, LMS, power point, etc.…) and coordinating with other units or departments in the development and implementation of technical procedures in triage of phone calls.
The Training Specialist is responsible for training Customer Service Vendors on new Customer Solution Center processes and updated Desk Level Procedures. The Training Specialist intermittently support other departments within the organization.
This position oversees new staff during the first 8 weeks, which includes close support to help assure that they meet the performance goals and department standards and will design and implement a scorecard audit procedure to assess the Customer Service performance of Call Center Reps and other employees within the Customer Solution Center. Coordinate timely implementation of mini-surveys and conduct performance studies within the verticals of CSC which includes working with the Quality Review team to identify points of training needs, and reports results and findings of surveys and performance studies to the Training Supervisor, to analyze and identify areas of training needs and improvement.
The Training Specialist will also work with Human Resources to ensure specialized training programs are tailored for the Customer Solution Center Department (Call Center Unit, Membership Information Unit and Member Relations Unit).
QUALIFICATIONS & REQUIREMENTS
EDUCATION
Required:
High School Diploma
Bachelor's Degree
EXPERIENCE
With High School Diploma: At least 6-8 years of previous experience as a trainer in a call center or customer service with a broad knowledge of training program design and delivery methods.
Strong, decision-making and interpersonal skills.
Excellent verbal land written communication skills. Ability to write routine reports and correspondence.
Excellent Microsoft Office skills (Excel, PowerPoint, Word).
Strong analytical and organizational skills.
Ability to interpret technical data, processes, operating and maintenance instructions and procedure manuals.
Attention to detail.
Must be a strong team player willing to work toward achieving team goals.
Must be flexible to meet the changing training needs.
Preferred:
With Associate's Degree: At least 5 years of previous experience as a trainer in a call center or customer service with a broad knowledge of training program design and delivery methods.
With Bachelor's Degree: At least 3-5 years of previous experience as a trainer in a call center or customer service with a broad knowledge of training program design and delivery methods.