Responsible for delivering instructor-led training classes to new and existing D-H employees, assisting in curriculum development and facilitating the successful integration of a preceptor program, new and existing programs, and policies and procedures into the contact center environment.  

1. Delivers both classroom and on the job training including but not limited to new hire, operational, procedural, product, process and behavior reinforcement at multiple locations.
2. Facilitates programs and implements on-going initiatives that improve the transfer of customer service skills from the classroom to the designated role(s).
3. Assesses contact center service and staff performance levels and assists with the tracking of skills assessment and measurements.
4. Trains instructors in effective techniques/methodology of providing training or facilitating (to include Train the Trainer sessions for internal and remote call centers).
5. Develops and improves training program, curriculum and context for existing and new programs, in addition to updating and maintaining the training manual, materials, and knowledge base.
6. Conducts and communicates the results of an assessment of all contact center training programs.
7. Collaborates across the organization to ensure contact center environment is prepared to support new programs from both a logistics and training standpoint.
8. Partners with organizational resources on improvement projects across all sites.
9. Maintains relationships within the organization in order to research, analyze, review and create recommendations for training and development materials.
10. Performs other duties as required or assigned.

• High School diploma or equivalent required.
• Two years of classroom training and/or on the job training experience required.
• Previous experience in a call/contact center environment with 2 years of experience in a healthcare or insurance customer service environment preferred.
• Experience with multi-media (audio, video, web-based systems) and MS Office programs (OneNote, Outlook, Excel, Word, PowerPoint) required.
• Strong planning, facilitation and public speaking skills required.
• Excellent verbal and written communication and analytical skill with a strong attention to detail.
• Ability to train others to resolve issues on the first contact by being proactive, patient, empathetic, and understanding
• Must be able to sit/stand at computer terminal or in a classroom environment for extended periods of time.
• Availability to work various shifts, work hours and days as needed based on departmental/system demands.
• Must be self-directed, organized and project a professional image.
• Strong ability to handle multiple priorities and projects concurrently.
• Possess a high level of demonstrated accountability with prior positions.
• Success navigating in a matrix environment.
• PMP training/certification is a plus

• Six Sigma Yellow Belt Certified within 1 year
• Six Sigma Green Belt Certified within 3 years