Conduct training sessions for new employees to ensure a smooth onboarding process.oProvide ongoing training and professional development for existing employees.
Track and address competency gaps to ensure employees meet performance standards.oMonitor employee development, performance, and productivity
Training Program Design & Implementation:
Develop and design training programs tailored to the needs of the contact center.
Implement training programs and ensure alignment with organizational objectives.oUtilize innovative training methods, including e-learning, workshops, simulations, and practical exercises.
Assessment & Analysis:
Design and administer technical assessments to evaluate employee proficiency.
Collaborate with subject matter experts to define assessment criteria.oAnalyze assessment results and provide actionable feedback to employees and managers.•
Continuous Improvement:
Regularly update product knowledge and stay informed about medical specialties and contact center processes.oAct as technical support for agents on the floor, providing immediate guidance.
Use feedback mechanisms, surveys, and performance metrics to enhance training effectiveness.oEnsure training materials and methodologies remain relevant and up to date.
Technical Expertise & Reporting:
Work with Microsoft Power Automate, Power Apps, and SharePoint for process automation and knowledge management.
Provide weekly and monthly reports on training progress, employee development, and performance improvements.
The Contact Center L&D Specialist will be responsible for designing, implementing, and managing training programs to enhance employee skills, close competency gaps, and ensure high performance within the contact center. This role involves collaborating with stakeholders, developing engaging training materials, and providing continuous learning support to improve productivity and efficiency.
To be considered for this role, you must have:
Bachelor’s degree (any field, preference for non-Medical).
TOT Certificate (mandatory).
Contact Center Background.
Strong understanding of instructional design principles, adult learning theories, and assessment methodologies.
Excellent communication, presentation, and interpersonal skills.
Ability to collaborate effectively with cross-functional teams and stakeholders.
Strong analytical skills with the ability to interpret data and generate insights for decision-making.
