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Pacific Pulmonary Services
JOB TITLE: CALL CENTER TRAINING MANAGER
POSITION SUMMARY:
The primary responsibility of the Call Center Training Manager is to develop, manage and maintain all skills and knowledge training programs, workshops and presentations in support of all Pacific Pulmonary Services (PPS) Individual Contributor, Supervisory and Leadership Development Programs for Sales, Customer Service and Field Operations.
PRIMARY RESPONSIBILITIES:
This person will be responsible for the development, maintenance and effectiveness of continuous learning, e-learning, and assessment programs in support of the aforementioned departments and the field sales, customer care & operations force. This would include existing New Hire Programs, as well as Sales Leadership Development. In addition, this person will directly manage the Customer Care Training team. These responsibilities include recruiting and directing the Customer Care Training team and ensuring that District Managers (DMs), Operations Managers (OMs) and Customer Care Managers advance from the programs and create bench strength for these roles in the field.
The responsibilities of this position will be performed by coordinating directly with the Director of Training and Development and the Senior Vice President Customer Care for direction and process approval. In addition, a high level of coordination and collaboration with other business functions including Sales, Marketing, Human Resources, Reimbursement and IT for feedback, information, and review of materials being developed are required. This position will maintain, upgrade and develop robust and complete training programs, coordinating with vendor partners and internal personnel to ensure the successful design and roll-out of training programs and projects that positively impact the sales, service and operations productivity of the organization. This individual also supports and effects the PPS cadence process management for sales, customer care and operations.
The Manager will actively participates in all department events and activities, including the coordination of national and regional new product introduction training and all skill based and knowledge training initiatives both at headquarters and at the field level.
Perform other duties as required to meet the business needs of the company.
MINIUMUM QUALIFICATIONS:
BS/BA Degree and 5+ years of training experience with a min of two years management experience. Healthcare industry experience preferred but not required. Training certification, Facilitation and Project Management experience are also strongly preferred.
Additional skills required:
Must be a self motivated and dynamic individual with excellent presentation and facilitation skills combined with industry knowledge.
Intermediate to advance proficiency on the computer (to include MS Word, Excel, and PowerPoint)
Detail oriented and the ability to multi-task.
Excellent organizational and time management skills.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. Incumbent may be asked to perform other duties as required.
Education: 4 Year Degree or requisite experience
Experience: 5 + years training experience with 2 years of management experience.
Travel: 20% +/-
Relocation: Lexington, KY based
Apply online at: http://tbe.taleo.net/NA9/ats/careers/requisition.jsp?org=PPS&cws=1&rid=17610
Candidates Must apply via our web site.
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