This position is responsible for developing a training program for new hires / onboarding as well as ongoing training throughout the year. The Trainer position assists in the development, review, and updating of all internal policies, procedures, and desktop procedures. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our agents, team members and vendor partners. This role may also assist with answering calls on high call volume days. Lastly, the incumbent will work closely with the management team and the Training Department on refresher training and any training gaps.
Work closely with the Senior Director of the team in the training and development of the client service teams. Activities include, but are not limited to:
Train team members and identify training gaps and determine appropriate training solutions. Work directly with staff on any additional training and address any ongoing training/ coaching needed.
Create job manuals/ aids and other training materials, ensuring they are up to date at all times.
Work collaboratively with Training Department to create training and tools where needed to address training issues. This includes UAT testing/feedback prior to implementation.
Design and testing of new product offerings and new software applications.
Maintain a positive work atmosphere with the team and internal departments.
Assist in developing, updating, reviewing, and testing internal Procedures and Desktop Procedures.
Maintain a professional approach to client service, consistent with Inspira’s protocol and service levels.
Recommend and implement ways to improve efficiencies.
May facilitate meetings with partner areas or within Department.
Ability to collaborate with Training department to design, develop and evaluate training programs and tools.
Other duties as assigned.
Department hours are 7 a.m. CT to 9 p.m. CT. Applicants should be available to work an 8 hour shift falling within this daily window. Up to 20% nationwide traveling for conferences and department meetings.
Qualifications
3-5 years of experience
Bachelor’s Degree in Business, Communication, or related field
Certification: CISP preferred
Skills & Abilities:
Strong working knowledge of trust accounting system
Energetic, client service focused individual
Possesses strong written, verbal, time management, presentation, and communication skills
Able to apply relationship building skills to internal and external clients
Has strong computer aptitude; proficient in Microsoft suite of products
Display timely and accurate judgement/decision making
Strong problem-solving skills and ability to multi-task
Is detail-oriented, organized, and dependable
Strong analytical and innovative skills
Ability to maintain the highest quality of service and professionalism
Possess a positive attitude and be able to perform well in a collaborative team environment
Understanding of effective teaching methodologies/tools and ability to adapt training to individual needs
Willingness to keep abreast of new techniques in training solutions
Ability to collaborate with Training department to design, develop and evaluate training programs and tools
Working knowledge of InContact and Salesforce/Service Cloud preferred
Bilingual language skills a plus
