Deputy Training Manager for Healthcare & Social Media Account

DEPUTY TRAINING MANAGER FOR HEALTHCARE & SOCIAL MEDIA ACCOUNT

Job Description:

• Provide an overview of the performance of the Training team on a bi-weekly basis

• Oversee performance of the trainers, performance of new hire onboarding, and reporting to the Customer Training Team

• Develop proactive training strategies to improve the quality metrics of the agents

• Perform root cause analysis of the accuracy of new hire performance during the onboarding process. Assess mid and low-quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy

• Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner

• Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations

• Discuss/review with Customer trainers on the class observation process

• Ensure adherence to Training Team Key Performance Indicators

• Attend all Train the Trainers and training-related meetings with the Customer training team

• Attend and participate in Global Quality Calibration Session

• Attend Weekly Business Reviews, and Monthly Business Reviews

• Support the planning, scheduling, and coordination of all required training for their sites

• Manage all aspects of the training program including planning, design, development, implementation, delivery, and evaluation in liaison with their Business Partner.

• Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology

• Ensure complete, accurate, and timely data collection and communication by trainers

• Develop and coordinate the execution of the onboarding plans as well as the targeted training plans

• Monitor new hire knowledge before and after training to help determine follow-up training required

Qualifications:

• 4+ years of experience in a training leadership role in an Operations environment, previous min. 3+ years of experience in a training delivery role, preferably in an international environment

• Good knowledge of Training and Quality/Process Improvement techniques

• Bachelor's graduate in any field

Mandatory Skills:

• High level of energy, drive, enthusiasm, initiative, and commitment

• Excellent communication, consulting, influencing, and interpersonal skills.

• Proven track record of collaborating with cross-functional groups to produce results

• Passion for ensuring a world-class support experience for our community

• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams