Training Supervisor

Since 1957, Shield Healthcare has provided high-quality healthcare services while focusing on customer satisfaction and employee achievement. We are dedicated to fulfilling the medical supply needs of consumers and the caregiving community while maintaining a 99% overall customer satisfaction rating. Over the years, Shield HealthCare has expanded nationally with current service locations in California, Colorado, Illinois, Ohio, Texas and Washington.

Shield HealthCare is looking for a Training Supervisor to supervise our training team and manage all aspects of training and development for Shield Healthcare, with a focus on the knowledge and skill needs of front-line employees.

This is an on-site position in Valencia, CA.

JOB RESPONSIBILITIES:

• Supervise training team
• Establish a contact center training and development strategic plan which supports the contact center’s strategic plan and the company’s mission and priorities.
• Work closely with internal stakeholders and analyze contact center results to identify critical employee skill/knowledge gaps and forecast upcoming training needs.
• Recommend and implement the most effective and efficient learning interventions to drive high performance, address employee skill and knowledge gaps, or support process/technology changes, including classroom and one-on-one instruction, on-the-job coaching and training, and self-paced and technology-aided support materials.
• Deliver engaging, learner-centered training programs which result in high learner satisfaction and transfer of desired knowledge and skills to the workplace.
• Collaborate with internal stakeholders to develop and maintain accurate and up-to-date training manuals, reference materials and documentation. Drive knowledge management initiatives which support employee performance requirements.
• Participate in the establishment of performance standards to evaluate new hires, aid in the transition from new hire training to on-the-job performance and consult with management on assessment of new hire performance to support critical HR decisions.
• Identify training investments which will drive key business objectives and goals and develop and manage the contact center training budget.
• Create tools and mechanisms for measuring learning outcomes and demonstrating the business impact of learning programs.
• Develop and maintain in-depth knowledge of the company’s business priorities, products, processes, technology, industry, and regulatory standards and apply that knowledge to all aspects of needs assessment, materials development, training delivery and evaluation.

QUALIFICATIONS:

• 3+ years supervisory experience
• 3+ years of experience developing and delivering training content required with some experience in a contact center strongly preferred.
• An understanding of instructional design and adult education and training concepts in all aspects of training strategy, design, development, delivery, and evaluation.
• Experience selecting and employing a range of instructional methods and delivery options, measuring training results and outcomes, and using technology to support training.
• The ability to be successful while working independently, in collaborative relationships, and as a team member.
• Strong written and verbal communications skills and a keen understanding of which communication methods to employ to achieve the desired results.
• Exceptional instructional design and material production skills, including attention to detail, ability to organize content, grammar and proofreading skills, and an engaging writing style are requirements.
• Proficiency in using Microsoft PowerPoint, Excel and Word required. Experience developing e-learning content using a rapid e-learn development tool, such as Articulate or Captivate, strongly preferred.

SALARY & BENEFITS:

• $36-50/hour
• Medical, Dental and Vision (Eligible first day of employment)
• Flexible Spending Account
• Life & Disability Insurance
• 401(k) with Company Match
• Vacation and Sick Days
• Paid Holidays
• Education Assistance
• Employee Referral Program

Career-minded individuals will find our business challenging and our reputation for excellence just one of the rewards we have to offer. To further enhance this tradition of excellence, our employees participate in continuous training and development programs in a variety of disciplines.