Training Facilitator, Call Center

What You’ll Do: 

• Deliver comprehensive instructor led training programs, including onboarding, technical skills training, and soft skills development both in-person and virtually
• Ensure that all Pharmacy Operations teams are trained and have the resources to excel and delight our patients 
• Maintain training records and prepare reports on training activities and outcomes
• Ensure curriculum is properly aligned and assigned in the learning management system (LMS). Conduct quality assurance checks on content. 
• Monitor and evaluate the effectiveness of training programs, providing feedback to leadership and design, and/or making necessary adjustments to live facilitation
• Circulate content updates in a digestible and impactful manner, with the guidance of the Training & Knowledge Programs Lead
• Partner closely with all Training & Knowledge Programs Associates across Patient Services to ensure alignment, brainstorm ideas, and foster collaboration
• Remain knowledgeable about our product offerings to ensure you are a constant resource
• Stay updated with the latest training techniques, tools, and best practices to ensure high-quality delivery

What You’ll Need: 

• Proven experience of minimum 2 years as a Trainer, Training Facilitator, or similar role in a contact center environment
• Minimum 3 years of experience in a contact center environment as a service agent is a plus
• Proactive work ethic, constantly pushing themselves to learn 
• Strong delivery skills
• Comfortable multitasking
• Comfortable working in ambiguous, fast paced environments 
• Ability to build low complexity training activities, develop protocols, and edit content
• Interest in Learning & Development
• Technical aptitude and ability to learn complex new tools
• Strong feedback and coaching skills, strongly preferred
• Knowledge of the healthcare or pharmaceutical industry is a plus
• Located in Pittsburgh or willing to relocate as this is a fully Onsite role in Robinson Township (Pittsburgh)