Summary:
- Facilitate Operations training programs; evaluate and maintain those programs to ensure they are current and effective.
- Responsible for multiple training topics such as: Products; Guidelines, polices & procedures; and Systems utilized by operations staff.
Responsibilities:
- Facilitate delivery (in-person and virtual) of product, process, and systems courses across all areas as business needs dictate for new hire, upskilling or refreshers; with class sizes varying from individual to large groups (up to 20).
- Deliver content, leverage engagement, use deeper questioning and effective classroom management techniques.
- Observe learners and provide constructive feedback.
- View topic assessment data and adjust training real-time as necessary.
- Support Learning Lab activities, assisting with questions and encouraging learners to find answers themselves.
- Leverage class feedback and from manager observations to identify areas for improvement.
- Work with stakeholders, SMEs, and others to design and develop training material to ensure accuracy; and to ensure delivery reflects best practices to support the overall current training requirements as well as changes that need to be incorporated.
- Lead the design, development, and delivery of targeted training courses for specific business functionalities
- Determine new training opportunities to increase understanding of business processes
- Obtain and interpret feedback of results to determine if training was effective, and to identify opportunities to improve materials, coursework, and assessments
- Perform research to maintain awareness of best practices, and to locate articles, courses, etc.
- Maintain mastery level of understanding of all Enterprise products, systems, and policies & procedures required for the operations areas - and seek opportunities for deeper knowledge.
- Develop resources to assist training department to strengthen training tools.
- Participate in activities that look at new processes, systems, etc. to support corporate initiatives with an eye towards identifying opportunities to improve processes for the enterprise
- Evaluate training's impact and results in the business units and in training; reports findings and make a significant contribution to planning and other core processes
- Perform all other duties as assigned.
Qualifications Education, Training, Licenses, Certifications
- Bachelor's Degree required; additional years of related experience/specialize training may be considered in lieu of educational requirements
Relevant Work Experience, Knowledge, Skills, and Abilities
- 3 - 5+ years' relevant, professional work experience required
- Some experience developing e-Learning modules using tools such as Articulate Storyline, Rise, Camtasia, or Captivate required
- Some knowledge of instructional design models such as ADDIE or Agile required
- Proven experience in various types of training: hands-on, virtual, classroom, and large audience settings required
- Proven ability to design, develop, and deliver effective training materials, processes, and sessions required
- Knowledge of adult learning theory required
- Excellent communication skills (verbal, written, presentation, interpersonal/relationship building) required
- Excellent organizational, decision-making, problem identification and resolution, and time management skills required
- Strong knowledge of customer service/contact center day-to-day operations and strong service system knowledge preferred
- Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required
- Proficiency with MS Office (Word, Excel, Powerpoint, Outlook) required
- Growth oriented, self-motivated, innovative, and flexible required
- Ability to follow instructions, procedures, and assignments accurately within a set time frame and to function under stressful situations, in a calm and rational manner required
- Ability to work effectively with wide range of audiences under training project and ad hoc conditions.
- Ability to travel as needed.
Additional Information
- Requisition ID: 1000003129
- Hiring Range: $56,160-$99,360
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EmblemHealth
May 05, 2026