Great HealthWorks
  • 24-Sep-2021 to 23-Nov-2021 (EST)
  • Training
  • Fort Lauderdale, FL, USA
  • Full Time

Medical & Prescription Drug, Dental, Vision, 401-k, Paid Time Off, Telemedicine, Group Life and ADD&D, Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, Critical Illness, Preferred Legal Plan, Health Savings Account, Holiday Pay, Employee Assistance Program, and Exclusive Discounts and Special Offers


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:

The Training Specialist works with Program Managers to ensure phone specialists and Team Managers meet the programs phone handling goals. They are involved in assessing needs, developing new training content, updating content, training the content and ongoing coaching support. Training Specialist are deemed a critical success factor to the Call Center's Programs success.

The Training Specialist is part of team responsible for achieving the following objectives.

  • Develop short and long term plans to train phone specialist 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
  • 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 program leadership to address training needs of each program
  • With limited involvement from program leadership, take 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 (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 Degree in Training, Instructional Design and/ or Education or equivalent experience a plus
  • Bachelor's Degree is a plus
  • Project Management experience a plus
  • Must be able to work a flexible work schedule
  • Stress level within regular expectations of fast pace environment and deadlines

Benefits and perks:

  • 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

EOE, DFWP

Great HealthWorks
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