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🏢 Company: Cedar👥 101-250💰 $68,361,000 Series D about 2 years ago🫂 Last layoff over 2 years agoMedicalBillingPaymentsHealth CareFinTech
- 3+ years of experience in a training, coaching, or supervisory role within a call center or servicing environment.
- Demonstrated expertise in creating and delivering training programs tailored to diverse audiences.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
- Strong interpersonal skills, including empathy and the ability to foster a positive learning environment.
- Proficiency in using call center tools and documentation systems like Confluence.
- Strong problem-solving skills and a passion for improving team performance and customer outcomes.
- Experience in the healthcare or financial services industry is a plus.
- Design, deliver, and continuously improve training programs for call center representatives, including onboarding, soft skills, technical processes, and industry compliance.
- Collaborate with leadership and cross-functional teams to identify training needs and align with operational goals.
- Conduct needs assessments and develop tailored training materials, resources, and documentation.
- Monitor and evaluate the effectiveness of training programs through feedback, performance metrics, and quality assurance data.
- Provide hands-on coaching and mentoring for representatives to ensure skill proficiency and confidence in handling customer interactions.
- Facilitate ongoing education sessions to address updates in policies, procedures, tools, and industry standards.
- Support call center leadership by contributing to strategy discussions aimed at improving team performance and operational efficiency.
- Act as a subject matter expert (SME) to address escalated inquiries and provide insights for continuous process improvements.
Posted 15 days ago
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