What are the responsibilities and job description for the Call Center Customer Service Trainer - McAllen, TX position at 20 Driscoll Children's Health Plan?
Where compassion meets innovation and technology and our employees are family.
Thank you for your interest in joining our team! Please review the job information below.
This position is 100% onsite.
GENERAL PURPOSE OF JOB:
To support Call Center Operations by organizing, developing, and conducting specific training of new hires and ongoing training of all employees in the Call Center. The Call Center trainer will help raise the quality standards and maintain key benchmarks.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or health plan administration, as required.
General Duties:
- Maintains utmost level of confidentiality at all times.
- Adheres to Health System and Health Plan policies and procedures.
- Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.
- Performs other duties, as requested.
Customer Service Trainer Responsibilities:
- Plan and implement all training classes as assigned to insure adherence to Health and Human Services Commission (HHSC) contractual requirements and URAC standards.
- Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Consulting with team leaders and managers to conduct on-the-job coaching.
- Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
- Training experienced employees on new or updated call center procedures to improve their performance.
- Ability to travel to multiple locations as needed for any required Call Center training.
- Prepare and update training outlines, timelines, and product knowledge tests for all applicable lines of business.
- Maintains positive, consistent communication with Call Center staff.
- Maintains accurate training records.
- Develop training and motivational techniques to progress to higher levels of performance.
- Work with Call Center leadership to improve productivity and production.
- Other duties as assigned.
EDUCATION AND/OR EXPERIENCE:
- 2-5 years of training experience, preferably in a call center environment.
- Reporting experience.
- High School degree or equivalent work experience required.
- Proficient in MS office suite.
- Ability to multi-task.
- Ability to effectively interact with employees at all levels of the organization.
- Ability and willingness to work flexible hours to support the call center organization.
- Outstanding problem solving and organizational skills.
- Ability to help assess organizational training needs.
- A wide degree of creativity and latitude.
- Excellent listening skills.
- Ability to communicate effectively both orally and in writing.
