Call Center Trainer

Orlando Family Physicians, LLC

Job Summary

This position supports call center activities and is the main point of contact for all virtual and onsite training of call center team members. Part of the training responsibilities would be to facilitate and observe call center training, audit training materials and class activities, and drive training engagement activities.

Essential Job Functions

• Delivers new call center and ongoing training with emphasis on customer service, clinic operations knowledge, as well as company policies and procedures.
• Maintains a high success rate of successful graduates as demonstrated by high ratings on audits and evaluations and on-the-job performance - for self and call center employees.
• Partners with key stakeholders in curriculum design and modification as well as develop associated supporting materials.
• Ensures trainees are actively engaged in the training process through the planning and implementation of activities and incentives.
• Prepares lesson plans and course agenda for each training class.
• Prepares training schedules with management first, then with trainees.
• Conducts proficiency evaluations and certify trainees for the programs to which they are assigned.
• In conjunction with supervisors and management staff, works with team members in the continued development of associates to reach optimal performance.
• Conducts ongoing refresher and cross-training modules in critical areas as identified by the risk, quality, and operations teams.
• Performs other duties as assigned.

Minimum Required Education, Experience & Skills

• Undergraduate degree in Human Capital Development, Instructional Design, English or a related discipline or equivalent combination of education and experience.
• Excellent oral and written communication skills at all levels of the organization.
• Demonstrated presentation and facilitation skills.
• Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.
• Ability to speak in front of medium to large sized groups of people.
• Schedule Flexibility.
• Dependability regarding completion of assignments and attendance.
• A minimum 3-5 years instructing in an adult learning environment preferably in a call center, customer service or related industry.
• Ability to travel to multiple locations

Preferred Education, Experience & Skills

• Experience with Microsoft Office Suite, including Excel, call center reporting platforms.
• Speaking and Writing Spanish.

Physical & Mental Requirements: (check all that apply)

Required immunizations and vaccinations.

Ability to lift upwards of 50 pounds.

Ability to push or pull heavy objects using up to 100 pounds of force.

Ability to endure repetitive motions (e.g., bending, stooping, reaching, pushing, pulling)

Ability to stand or sit for extended periods of time.

Ability to use fine motor skills to operate equipment and/or machinery.

Ability to properly drive and operate a company vehicle.

Ability to receive and comprehend instructions verbally and/or in writing.

Ability to use logical reasoning for simple and complex problem solving.

Occasionally requires exposure to communicable diseases or bodily fluids.

Ability to discriminate shades of color when reading a dipstick.