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Engagement Center Coordinator- Onlife (Brentwood, Tenn) (Saint Petersburg,FL)

Company: Confidential
Location: Saint Petersburg
Posted on: September 10, 2020

Job Description:

Job Summary
This role is responsible for the coordination of the Engagement Center onboarding, training and continuous education. Develop and update training documents as necessary. Partner with all functional areas in the Engagement Center to ensure all trainings are documented per NCQA standards. In addition, this role with help manage the EL&D trainings and work with appropriate vendors/partners to systematize trainings.

Essential Functions

    • Gathers, develops and schedules the communication for all learning activities. This role will also be the central point of contact for the development and distribution of communication for staff members as well as responsible for system and client trainings.
    • Maintain perspective on system functionality, call flow, content quality assurance, challenges and opportunities. Collaborate with stakeholders to develop and maintain a strategic training plan which supports performance objectives and addresses identified gaps in skills and competencies.
    • Provides individual coaching and motivation of trainees on progress and performance. Ensures seamless transition into the call center.
    • Manage performance of new hires, while in training. Monitor knowledge before and after training to help determine additional trainings needed.
    • Facilitates classroom style trainings of all new and current representatives.
    • Responsible for working with IT for distributing or collecting equipment for new or exiting employees.
    • Perform other related duties as assigned.
    • Responsible for tracking all trainings and certifications.

      Required Work Experience
      2+ years related work experience in a contact center environment
      High school diploma or GED
      Strong computer skills, including advanced excel, PowerPoint, word and SharePoint

      Strong written and oral skills

      Excellent communication and presentation skills

      Self-starter

      Strong organizational and time management skills

      Preferred Qualifications

      Bachelors degree
      Previous training coordination experience

      Team Lead or Supervisor experience

      Coaching and people management

      We are an Equal Opportunity Employer/Protected Veteran/Disabled.

Keywords: Confidential, St. Petersburg , Engagement Center Coordinator- Onlife (Brentwood, Tenn) (Saint Petersburg,FL), Other , Saint Petersburg, Florida

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