Training Assistant Manager

🕒 May 6

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Everise

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

🔒 Cybersecurity

Healthcare Insurance • Customer Support • Cybersecurity

Everise is a global customer experience (CX) solutions provider, delivering happiness to millions of customers across various industries, including healthcare, financial services, technology, travel, logistics, and insurance. Their comprehensive offering includes services in healthcare support, pharmacy benefits management, workforce and quality assurance management, cybersecurity, and recruitment process outsourcing. Everise is committed to minimizing environmental impact and promoting diversity and inclusion within their operations. They are recognized for their award-winning culture and strive to enhance customer satisfaction through innovation, technology, and a people-focused approach.

📋 Description

• Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching • Set the example for what "Best in Class" training facilitation, content, and workshop development • Develop and grow a team of Frontline Trainers (virtual and onsite) • Maintain a high success rate of successful training graduates as demonstrated by high ratings on new hire evaluations and KPI performance • Audit use of Standard Operating procedures to ensure organizational success • Execute and validate trainer readiness, delivery, and training tools implementation • Conduct proficiency evaluations and certify trainees for the programs to which they are assigned • Understanding of contact center ramps and peaks. Ability to flex needed skills and priorities to meet fast paced environment. • Utilization of adult learning principles to build and iterate upon New Hire, Upskill and Ongoing training needs • Accountable for ensuring Trainers are completing all appropriate pre-season preparation and course work as defined by client training organization • Responsible for training adherence to curriculum, attendance to client sponsored training meetings, coordination of training related tasks, and training tracking for all client training procedures and reporting • Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching • Provide accurate reporting and records regarding training performance and day over day needs • Ensure team completes all payroll tasks daily and accurately • Work with Training Managers to identify implementation needs for standard operating procedures, Trainer development, day to day tasks • May be required to facilitate classes as needed

🎯 Requirements

• A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry. • Undergraduate degree in Instructional Design, English or a related discipline. • A minimum of one year in supervisory role-preferable training or operations • Virtual online experience in blogging or teaching • Ability to build rapport in an online virtual environment • Excellent oral and written communication skills at all levels of the organization. • Ability to understand Standard Operating Procedures and when to ask for guidance • Ability to adapt and implement changes on the fly • Outgoing personality • Experience in developing and onboarding trainers in virtual or brick and mortar environment • Demonstrated presentation and facilitation skills • Ability to multitask and deliver deadlines and results in a fast-paced environment • Experience in leading multiple simultaneous new hire classes • Proven success in training throughput and 90-day KPI proficiency • Understanding of training and financial impacts with attrition • Proficiency in Microsoft Office applications including Adobe Connect, Excel and PowerPoint • Schedule Flexibility. Training classes are AM and PM and could include weekends.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work arrangements • Professional development opportunities