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Call Center Training Manager

Company: Enterprise Information Services
Location: Pineville
Posted on: June 12, 2021

Job Description:

Security Clearance required:No clearance requiredCognosante is on a mission to transform our country's healthcare system. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!Job DescriptionThe Training Manager will be responsible for the design, development, and delivery of training to all call center personnel in a 100+ facility to ensure they are prepared to perform their responsibilities. This includes initial delivery, remediation, refresher training, on-the-job training, cross training, and just in-time training.Key Responsibilities* Conduct a thorough analysis of the training needs for both call center agents and document processing technicians* Lead the development of a training plan and training modules, collaborating with the client and other subject matter experts* Oversee all training activities during implementation period, surge periods and ongoing operations* Ensure that the training content is current and accurate* Ensure that the knowledge base content is clear and accurate* Design and develop training materials in accordance with accepted instructional design methodology for CBT, virtual and classroom training* Work with the selected learning management system to track and report training data* Oversee and prepare the training team to deliver training onsite or via web conference as needed* Manage training schedules to ensure staff is trained as needed for initial go live and ongoing operations* Collaborate and coordinate activities with workforce management and quality teams* Manage training staff and perform evaluations; assess training effectiveness* Interface with client staff as needed* Report issues and status to leadership and client as appropriate* Perform additional tasks as assignedRequired Qualifications* Bachelor's Degree or the equivalent combination of education, training, or work-related experience* Minimum of four years' experience developing and overseeing call center training and leading a team of trainers* Five years' experience supporting the creation and operationalization of different training tools such as FAQs, scripts, virtual training, computer-based training, guided resolution, and other content typically included in a contact center knowledge baseCandidates that do not meet the required qualifications will not be considered.Additional Minimum Qualifications* Excellent oral and written communications skills, with specific focus on telecommunications-centric operations* Experience conducting training remotely as well as onsite* Bi-lingual capabilities are a plus* Capable of conducting training sessions, leading meetings and making presentationsPreferred Qualifications* Demonstrated time management skills and strong interpersonal skills Associated topics: call center manager, customer service manager, customer service team manager, expertise, guide, management experience, manager, monitor, operations, team manager

Keywords: Enterprise Information Services, Knoxville , Call Center Training Manager, Other , Pineville, Tennessee

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