Great HealthWorks
  • 13-Aug-2021 to 12-Oct-2021 (EST)
  • Training
  • Fort Lauderdale, FL, USA
  • Full Time

Why you should join our team:

  • Amazing opportunities for career progression
  • We work hard and play hard
  • Dynamic, fun, entrepreneurial and diverse culture
  • The best teams – nothing compares to the Great HealthWorks family
  • A one of a kind product that has transformed millions of lives
  • Product supported by 30 years of clinical research and endorsed by athletes, celebrities, and everyday people
  • Strong values – we mean what we say and say what we mean
  • Health and wellness are a top priority – committed to self-care
  • Value work/life balance
  • Growth mindset in all facets of the business
  • State of the art packaging and distribution center
  • Leaders that truly care
  • Employee engagement activities year round
  • Business casual atmosphere – jeans and sneakers are okay by us

What you will be doing:

  • Develop short and long term plans to train phone specialists on how to meet the expectations of the Call Center programs, including new-hire training, just-in-time training, manuals, guides and other training
  • Implement a measurement systems to understand how effective training is at improving Program goals (ie 30/60/90)
  • Work closely with QA and other Program leaders to understand the learning needs
  • Identify required changes to training by partnering closely with program stakeholders, including program leaders, Marketing, Compliance and Legal teams
  • Take lead on updating training materials when there are changes in the business, procedures and policies
  • Be a hands-on and a subject matter expert of program expectations; Have a strong understanding of what is expected of agents and programs and the agents challenges; Be positioned to represent the program
  • Design and develop training to be updated quickly (nimble) both within the program training collateral and across programs trainings
  • Be the lead when working with development and facilitation teams including the Production team, contractors and vendors
  • Own the end-to-end process of updating training, including in-take process, fact gathering, stakeholder sign-offs, development, delivery and scheduling of classes

As part of achieving the above objectives, the Training Specialist will be responsible for the following:

  • Work side-by-side with leadership to address training needs of each program
  • With limited involvement from program leadership, take the lead on updating, designing and developing program training materials as changes occur with program, procedures, and policies
  • Deliver training to program leadership, agents and trainers Train the Trainer (TTT); Track learning outcomes
  • Coach Call Center Team Managers and phone specialist as needed, possibly through nesting
  • Score calls for QA when not supporting training; Possibly take calls when not supporting training or when high volumes
  • Work with vendor on creating/materials (as needed)
  • Be invested in the success of the program
  • Other related duties as assigned by management

What you bring to the table:

  • Minimum of four years of Call-Center experience
  • Minimum of two years of instructor-led facilitation/proven training skills in a classroom setting.
  • Minimum of two years in instructional design, course development, project management and online learning.
  • Experience coaching Call Center agents
  • Experience with virtual training is a must
  • Bachelor's Degree in Training, Instructional Design and/ or Education or equivalent experience a plus
  • Bachelor's Degree is a plus
  • Project Management Experience is a plus
  • Must be able to work a flexible work schedule
  • Stress level within regular expectations of fast-paced environment and deadlines

Benefits and perks:

  • Paid Weekly
  • Medical (PPO or HSA) & Prescription Drug, Dental (DHMO or DPPO), Vision and Telemedicine
  • 401(k) (100% match (dollar-for-dollar) up to 6% of salary deferrals)
  • Paid Time Off (accrue 2.62 hours per week = 17 days per year)
  • Sick Time
  • Paid Holidays
  • Group Life and AD&D (amount of 1 x salary up to $500,000 at no cost to you)
  • Health Savings Account (company contributes $15 per week)
  • Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, and Critical Illness
  • Preferred Legal Plan
  • Employee Assistance Program
  • Exclusive Discounts, Special Offers and More


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