Instructor in Sandy, Utah
Company Name:
General Dynamics Information Technology
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 28,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled
GENERAL
Summary:
The CCO Trainer is responsible for the training and up-training of Contact Center staff within the CCO program. This includes training various lines of business within contact center operations, as well as supervisor, management and leadership training. A trainer must be knowledgeable in all areas of the Contact Center including leadership and management initiatives and be well-informed of contract goals in order to successfully train staff on customer and corporate priorities. Trainers are responsible for the learning environment while in the classroom and when available during the nesting period.
The Trainer will report to the Site Training Lead. This role will provide support to the contract, with the goal of meeting program objectives and customer service level agreements. Trainers may be asked to complete special projects assigned by the Training delivery manager or the Site Delivery Lead.
JOB
Responsibilities:
Conduct classes for Contact Center Customer Service Representatives for both Medicare and Marketplace. Identify performance issues, provide corrective action and suggest termination for CSRs not meeting performance criteria in the training class.
Conduct Supervisor and Leadership classes for managers, supervisors and support staff.
Conduct Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes.
Facilitate learning labs and skill building activities with teams that have been identified as low performers.
Provide technical expertise and training for the alternate channels, such as TTY, Web Chat, Email and Written Correspondence.
Provide follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent termination.
Supervise and report on progress of trainees and personnel during training period, nesting and while on the floor.
Maintain a level of expertise regarding local business processes, corporate initiatives, and have a thorough understanding of training program and Quality Call Monitoring guidelines.
Take calls and act as roaming Supervisors during All-Hands situations. May be required to act as Supervisors or Quality Specialists during peak performance times.
Conduct Focus Groups and provide feedback for contact center performance.
Foster open communication with supervisory team and actively strive to develop strong working relationships with all call center personnel.
Demonstrate success in a training or classroom setting sensitively dealing with a variety of learning styles.
Track statistical training measures.
May be required to work certain GDIT holidays as specified in the CMS task order.
Attend conference calls and meetings, as needed.
Travel may be required, including start-up and support ramp-up of new contact centers.
Regular and predictable attendance is required.
May be required to work hours outside of 8am to 5pm local time to meet training needs.
Bachelor's degree or appropriate combination of education and 2-5 years customer service, leadership, and training experience required.
Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
Excellent presentation and public speaking skills.
Knowledge of CMS or health care preferred.
Demonstrated success with leadership, problem solving, and organizational skills.
Flexibility of work schedule.
Adapts well to frequent change.
Ability to work collaboratively with a training team and other functional areas.
Ability to provide constructive coaching and feedback in a training environment.
High level of initiative and enthusiasm about training and employee development.
Professional demeanor and attitude.
PC skills required, including MS products.
Excellent communications skills, with ability to present ideas to management and customers.
Working knowledge of relevant technologies.
English / Spanish bilingual skills desirable, but not necessary.
WORKING CONDITIONS:
The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.
Work may require some physical effort in the handling of light materials, boxes, or equipment.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).
Location: Sandy, UT
Job ID Number: 231022.2Estimated Salary: $20 to $28 per hour based on qualifications.
General Dynamics Information Technology
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 28,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled
GENERAL
Summary:
The CCO Trainer is responsible for the training and up-training of Contact Center staff within the CCO program. This includes training various lines of business within contact center operations, as well as supervisor, management and leadership training. A trainer must be knowledgeable in all areas of the Contact Center including leadership and management initiatives and be well-informed of contract goals in order to successfully train staff on customer and corporate priorities. Trainers are responsible for the learning environment while in the classroom and when available during the nesting period.
The Trainer will report to the Site Training Lead. This role will provide support to the contract, with the goal of meeting program objectives and customer service level agreements. Trainers may be asked to complete special projects assigned by the Training delivery manager or the Site Delivery Lead.
JOB
Responsibilities:
Conduct classes for Contact Center Customer Service Representatives for both Medicare and Marketplace. Identify performance issues, provide corrective action and suggest termination for CSRs not meeting performance criteria in the training class.
Conduct Supervisor and Leadership classes for managers, supervisors and support staff.
Conduct Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes.
Facilitate learning labs and skill building activities with teams that have been identified as low performers.
Provide technical expertise and training for the alternate channels, such as TTY, Web Chat, Email and Written Correspondence.
Provide follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent termination.
Supervise and report on progress of trainees and personnel during training period, nesting and while on the floor.
Maintain a level of expertise regarding local business processes, corporate initiatives, and have a thorough understanding of training program and Quality Call Monitoring guidelines.
Take calls and act as roaming Supervisors during All-Hands situations. May be required to act as Supervisors or Quality Specialists during peak performance times.
Conduct Focus Groups and provide feedback for contact center performance.
Foster open communication with supervisory team and actively strive to develop strong working relationships with all call center personnel.
Demonstrate success in a training or classroom setting sensitively dealing with a variety of learning styles.
Track statistical training measures.
May be required to work certain GDIT holidays as specified in the CMS task order.
Attend conference calls and meetings, as needed.
Travel may be required, including start-up and support ramp-up of new contact centers.
Regular and predictable attendance is required.
May be required to work hours outside of 8am to 5pm local time to meet training needs.
Bachelor's degree or appropriate combination of education and 2-5 years customer service, leadership, and training experience required.
Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
Excellent presentation and public speaking skills.
Knowledge of CMS or health care preferred.
Demonstrated success with leadership, problem solving, and organizational skills.
Flexibility of work schedule.
Adapts well to frequent change.
Ability to work collaboratively with a training team and other functional areas.
Ability to provide constructive coaching and feedback in a training environment.
High level of initiative and enthusiasm about training and employee development.
Professional demeanor and attitude.
PC skills required, including MS products.
Excellent communications skills, with ability to present ideas to management and customers.
Working knowledge of relevant technologies.
English / Spanish bilingual skills desirable, but not necessary.
WORKING CONDITIONS:
The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.
Work may require some physical effort in the handling of light materials, boxes, or equipment.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).
Location: Sandy, UT
Job ID Number: 231022.2Estimated Salary: $20 to $28 per hour based on qualifications.
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