Training Specialist

Training Facilitator

Pay Range: $30 to $35 an hour.

Client Industry: Pharmaceutical

Job Mode: Hybrid — In-person 3 days/week (Tuesday–Thursday), based on training cohort needs Contract Duration: 6 Months (Possible Extension Based on Performance and Business Needs)

Job Summary:

Seeking an experienced Training Facilitator to lead onboarding and training for new hires within a healthcare and insurance call center environment. The role requires hands on facilitation of classroom, virtual, and hybrid training programs. The facilitator will train employees on insurance processes, call handling procedures, systems, compliance requirements, and customer service standards. The ideal candidate has strong insurance call center expertise and can independently deliver engaging training with minimal ramp up time. This position requires excellent presentation, coaching, communication, and classroom management skills.

Key Responsibilities:

• Facilitate new hire onboarding and training programs in classroom, virtual, and hybrid settings.
• Deliver training covering call center systems, insurance processes, terminology, compliance requirements, customer service standards, and call handling procedures.
• Use real world scenarios and practical examples to reinforce learning.
• Monitor trainee performance and comprehension throughout the training program.
• Provide coaching, feedback, and additional support to help new hires achieve production readiness.
• Track attendance, training progress, completion, and readiness metrics.
• Identify gaps in existing training materials and recommend improvements based on learner feedback and floor observations.
• Adapt facilitation methods and training materials to different learning styles and experience levels.
• Maintain a professional, engaging, and inclusive learning environment.
• Use LMS platforms, virtual meeting tools, call center systems, and CRM tools as part of training delivery.

Required Qualifications:

• 2 or more years of call center experience with in depth insurance industry experience.
• Proven experience facilitating training in both in person and hybrid or virtual environments.
• Experience onboarding and training new hires from initial onboarding through production readiness.
• Strong presentation, public speaking, classroom management, coaching, and interpersonal skills.
• Experience using LMS platforms, virtual meeting tools, call center systems, and CRM tools.
• Strong understanding of insurance call center processes, terminology, compliance, and customer service standards.
• Ability to work independently and deliver training with minimal onboarding or ramp up time.

Preferred Qualifications:

• Experience training within a healthcare, pharmaceutical, or highly regulated call center environment.
• Knowledge of adult learning principles and instructional design fundamentals.
• Experience using training performance metrics such as quality scores, average handle time, and first call resolution.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)