Call Center Trainer/performance and Product Design

hace 1 semana

Ciudad de México, Ciudad de México UST A tiempo completo

Call Center Trainer/Performance and Product Design Consultant
**Lead II - BPM

Who we are:


At UST HealthProof, you will join a fast paced, growing company in our mission to reshape the future of health insurance through significantly reducing administrative costs and building better healthcare experiences for our health plans customers and their members.

By creating a modern, cloud based, Best-In-Class core administration ecosystem, we have made healthcare more affordable and helped our health plans operate more efficiently.

Through member and provider touchpoints with less friction, we have created real impact for member.


UST HealthProof is run by leaders with strong health plan and technology background with a startup mindset and an environment of support where individual growth is nurtured.

You will be supporting our proven core admin solutions and business process-as-a-service (BPaaS) operations to provide transparency, improve operational efficiency, break down operational barriers to scale and drive strategic growth.


You Are:


UST Healthproof is looking for a dynamic Performance and Product Design Consultant to join our company and contribute to our phenomenal growth.

In this role, you'll be responsible for product design, needs analysis, and deployment of training sessions for both new and experienced call center agents.

The role requires the ability to develop strong partnerships and coordination with business partners and leaders across the organization to maintain the productivity and quality of our customer service operations.


The Opportunity:

  • Process design, execution, and program management of call center education materials for New to Role and In Role Development. Includes written and digital presentations
  • Preparing procedures and policies regarding call handling techniques and appropriate agent conduct
  • Design and maintenance of call center agent scripting to reflect the current state of operations
  • Scheduling and conducting training sessions on various call center topics to prepare and support new employees
  • Monitor the daily operations of call center associates and identify any areas of improvement
  • Analyze recorded calls to identify training opportunities and upskilling requirements
  • Liaising with business partners to conduct onthejob coaching
  • Measuring the effectiveness of training sessions and preparing individual or team progress reports
  • Ability to confidently host and facilitate weekly or adhoc training by following and understanding all internal processes
  • Ensuring employees keep up their productivity and maintain high levels of customer satisfaction through high rates of firstcall resolution
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

  • Bachelor's degree
  • At least 4 years experience working as a call center trainer or team leader
  • Familiarity with learning management systems
  • Firstrate knowledge of customer service best practices
  • Strong organizational skills and attention to detail
  • Excellent written, verbal, and mentoring skills
  • Effective communication, interpersonal, and conflict resolution skills.
  • Ability to provide leadership to personnel in a fastpaced and stressful work environment
  • Ability to work remotely and independently Desired Skills:
  • Additional certification in business leadership, eLearning software, or adult education and training

What we believe:

We're proud to embrace the same values that have shaped UST HealthProof since the beginning. Since day one, we've been building enduring relationships and a culture of integrity.

And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion, and to place people at the center of everything we do.


Humility:

We will listen, learn, be empathetic, and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

**Equal Employment Opportunity Statement
UST HealthProof is an Equal Opportunity Employer.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


UST HealthProof reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

USTHealthproof

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