JOB SUMMARY The Contact Center Trainer is responsible for the design, development, implementation and facilitation of critical training and development services for Contact Center, Customer Service or Call Center employees.
ESSENTIAL FUNCTIONS OF THE ROLE Develops, revises and maintains end user training curriculum in support of the Contact Center, Customer Service or Call Center computerized patient registration, appointment scheduling system, and all associated applications. Coordinates class administration: scheduling classes, reserving rooms, sending communication, setting up the classroom, and managing skills checks.
Conducts new hire specific training, onboarding, train-the-trainer and employment assessments. Training includes the business practices and computerized systems of the enterprise, clinics and the Contact Center, Customer Service Center or Call Center.
Designs, implements, revises and maintains training material, uniform clinic workflows, reference materials and competency skill checks which are regularly reviewed for accuracy with leadership, departments and clinics.
Compiles and analyzes data from the Knowledge Base and distributes access and usage reporting to key stakeholders. Collects assessments and feedback data; analyzes with teams to determine effectiveness of training and development solutions; uses feedback and evaluation data to make process improvement recommendations.
Delivers employee performance feedback and coaching to both staff and leadership. Works closely with all levels of staff to survey and gather employee feedback to identify knowledge gaps for remediation, and makes recommendations for changes. May result in having to create and implement approved recommendations. Strategizes with leadership on how to address and remediate performance gaps.
Works with leadership to coordinate and implement procedural changes in operations. Communicates and documents procedural and departmental changes to Customer Service leadership and front line staff.
Develops and updates competency skills checks for all new hires and cross-training processes, to include initial and yearly assessments.
Serves as a resource for the Contact Center, Customer Service or Call Center and as a liaison to clinic and hospital training, to assist with policy and process standards, changes and best practices.
Performs other position appropriate duties as required in a competent, professional and courteous manner.
KEY SUCCESS FACTORS
Strong communication (oral and written) and interpersonal skills.
Experience in a call center, customer service and/or healthcare setting as a supervisor or trainer.
Competent in teaching and learning processes and adult education.
Knowledge of customer service principles and practices.
Strong understanding of workflows, telephony and technology.
Ability to coach and counsel clerical staff in a professional manner.
Proficient in MS Office applications (e.g. Word, Excel, PowerPoint, SharePoint, OneNote) and knowledge base applications.
Ability to exercise initiative, judgement and decision-making in meeting objectives.
Comfortable working in a fast paced, constantly changing and stressful environment.
Approachable and enthusiastic.
Location/Facility –Baylor Scott and White Health Contact Center
For more information on the facility, please click our Locations link.
Specialty/Department/Practice– Customer Service
Shift/Schedule – Monday-Friday Days Full Time
BENEFITS Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
- EXPERIENCE - 2 Years of Experience
Internal Number: 21000947
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!