Training & Development Manager in Lee's Summit, MO at Quest Diagnostics

Job Description

Training & Development Manager - Lees Summit, MO - Monday-Friday 8:30- 5:30

Develop, manage and direct all aspects of training and development. This position will be responsible for content development for our virtual training model that should include relevant processes, policies, and standard operating procedures. Accountable for ensuring the highest level of training for our teleinterviewers to service our applicants and clients. This position plays a key role ensuring our teleinterviewers are proficient, reducing employee attrition during training, and overall quality defects for the call center.   

Duties and Responsibilities:

• Oversees the on-boarding of new employees to ensure smooth transition and favorable assimilation from training and development.
• Responsible for the supervision, coaching, monitoring and performance management of assigned staff.
• Lead the design and development of our virtual training curriculum and content.
• Create training evaluation tools, gather data, analyze results, and report center trends to the call center leadership team.
• Implement and maintain continuing educational programs for transitioning and tenured call center staff with an emphasis on developing customer interaction skills and workplace improvement.
• Will need superior relationship management skills to foster success with the call center leadership team and when collaborating with other departments on the roll out of strategic projects that impact training.
• Develop strategies for addressing chronic service failures to facilitate permanent resolution.
• Acts as an emergency contact for department. This will occassionally require some after hours responsibilities to handle escalations.
• Manages and maintains producer licensing requirements for licensed call center teleinterviewers that complete licensed agent interviewers in selected states as delegated by the clients.
• Ensures compliance with the established quality standards. Communicate and standardize best practices to ensure consistency in call center.
• Ensure department compliance with all company policies and government regulations.

Work Experience:

• 5 years professional experience in leadership role in a customer service environment
• Must have content development and training experience
• Computer background/experience (ability to train computer programs)
• Proficient desktop skills including Excel, Word, ACCESS, Internet, various training development softwares. etc
• Excellent knowledge of medical terminology preferred
• Demonstrated success in developing and motivating team members to reach objectives

Other:

• Must be able to handle multiple tasks and work in a fast paced environment.
• Must have strong written and verbal communication skills.  Able to speak the English language clearly and effectively communicate to the department.
• Ability to handle stressful situations and demonstrate a potential for strong independent problem solving skills.
• Strong leadership and interpersonal skills.
• Demonstrated ability to teach.

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