Lighthouse Works has a full-time opportunity for a remote and onsite Training Team Lead. This position is responsible to: design, develop, administer, and evaluate training programs in connection with contact center goals. The Training Team Lead evaluates existing training programs, develops new programs, and prepares instructional materials; and coordinates projects assigned by management and ensures project completion by target deadlines. They are responsible for conducting access technology assessments of individuals seeking employment in the contact center, as well as training and onboarding of new hires and/or training existing agents on new campaigns. You will live and abide by our Core Values: Servant Leadership, Inclusion, Collaboration, Empowerment and Excellence. Serve and be responsible for providing direct supervision, support, coaching and training to Quality assurance agents in our contact center.

Operations:

• Ensure a service oriented and professional working environment by coaching/training team members and executing necessary actions for their motivation when required.
• Knowledgeable of all reporting aspects, communications terminology and technology, and organizational procedures.
• Prepare scripts, reports, schedules, documents, and forms as required.
• Serve as a resource for company knowledge and operating procedures of the contact center.
• Encourage, support, and actively motivate and inspire individuals to achieve peak performance.
• Look constantly for development as well as continuous improvement for the training and QA department.
• Supervise the quality assurance team by monitoring, organizing, and coaching them on a day to day basis.
• Communicate the company’s purpose, core values, vision to the front line employees and new hires.
• Handle escalated calls, complaints, questions, and queries as necessary.
• Actively participate in the monthly and weekly meetings.
• Document general reports on each team member’s performance and targets and work collaboratively with the Contact Center Trainer and team member’s to ensure that they achieve or exceed these targets.
• Meet with managers to report on progress of staff and strategize for continuous quality improvement.
• Contribute to the overall efficiency and effectiveness of the department and the agency overall.
• Comply with agency policies and procedures including completion of required documentation and reports
• Perform other related duties as required or assigned by supervisor and/or management.
• Onboard new agents orienting them to the campaign.
• Coach agents by providing professional and constructive feedback ensuring campaign needs are being met.
• Treat customers and staff with courtesy, sensitivity and respect.
• Must be able to maintain customer confidentiality at all times.
• Create and organize training sessions, and deliver instructor led training programs as needed to achieve business outcomes and effective transfer of learning in the workplace.
• Develop and implement training programs and materials to ensure business requirements are met for effective operation programs such as marketplace, customer service skills, systems, mailroom, back office, certified assistor training and healthcare laws and regulations.
• Develop assessments to measure and assess effectiveness of the curriculum and learner performance in the workplace, integrating results into new and existing course curriculum.
• Maintain a library of training aids.

Assessment:

• Conduct functional assessments to identify goals, technical skills and appropriate adaptive software needs of individuals seeking employment in the contact center.
• Coordinate and maintain appropriate internal and external documentation as required to ensure contractual compliance.

Training and Onboarding:

• Provide, monitor, evaluate, and record effective training activities in the customer service/contact center post-employment programs.
• Assess training needs, develop training methods, and present information using a variety of techniques, including discussions, role playing, and team exercises to prepare trainee for work in the contact center.
• Provide one-on-one assistance to contact center agents in learning the telephone system, reception duties if applicable, contact center technology, and daily job functions.
• Ensures all class objectives are achieved and learning curve performance metrics are achieved according to pre-defined plan. May design and develop training materials and curriculum. Makes recommendations for additional learning materials as appropriate.
• Conducts evaluations and develops new programs to address individual, departmental, or organizational needs. Adapts existing programs to suit various audiences.
• Researches and develops program content to achieve specific objectives for each program.
• Conduct quality monitoring of both Contact Center staff and customers.
• Assist in preparing employee development plans
• Assesses employee training needs and provides feedback to the Contact Center Trainer.
• Conducts the full scope of activities required to deliver new employee orientation and on-going training for contact center personnel. On-going training classes include soft skills training (leadership, communication, stress management, etc.), process training, and product training.
• Reviews and updates policy and procedure manuals.
• Maintains internal department and external class training records.
• Coordinates all assigned projects, ensures projects are completed by target deadlines, and provides project status updates to the contact center trainer.

Education:

• High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred.

Experience:

• Previous experience in a call center environment or in a training role required.
• Two years' previous experience as a trainer preferably as a contact center agent with knowledge of contact center routing, reporting and scripting.
• Working with persons who are blind or visually impaired.
• Agent level campaign experience preferred

Demonstrated Knowledge and Skills:

• Knowledge of the company's products, services and business operations
• Knowledgeable in teaching methods for the sight-impaired
• Project coordination experience preferred
• Advanced presentation, interpersonal, time management, and organizational skills
• Strong training program design experience preferred
• Excellent verbal and written communication skills
• Ability to work both independently and in a team environment
• Strong knowledge of customer service and contact center technique and practices.
• Proficiency in the use of assistive technology for the blind and visually impaired
• Proficiency in Braille helpful, but not required
• Proficient in business English, spelling, punctuation and grammar
• Fluency in Spanish a plus
• Ability to communicate in a clear, concise, understandable manner, and listen attentively to others
• Ability to provide outstanding customer service to a diverse customer base
• Ability to handle non-routine customer calls
• Proficient in computer software applications such as Microsoft Word, Excel, and Access
• Ability to adjust priorities and manage time wisely in a fast-paced environment
• Ability to gather and interpret data, monitor processes, and seek continuous improvement opportunities
• Ability to maintain strict confidentiality of sensitive information.
• Skills in creating an atmosphere conducive to customer friendly relations by providing memorable, courteous, friendly and prompt customer service.
• Ability to show courtesy and respect to all customers and agents.
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues in a tactful and professional manner.
• Ability to type 35 words per minute (WPM) and have knowledge of Microsoft applications.
• Embodies commitment to organization’s core values and seeks ways to share it.
• Exercises good judgment.

Physical Demands:

• Typical office environment with infrequent lifting, carrying, pushing and/or pulling of objects and materials up to 15 lbs.
• Prolong periods at workstation with prolong gazing of computer screen
• Prolong periods of listening requiring the ability to perceive and discriminate sounds.
• Frequent placing and turning motions, such as sorting, filing, and retrieving
• Frequent twisting or bending at the waist or reaching overhead
• Extended periods of oral communication.
• Read/access forms, instructions and technical information. Will be working under tight deadlines.

Requirements:

• Must pass Level II background check
• Flexible Schedule – Ability to work flexible hours as needed.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.