Call Center Trainer / Healthcare Call Center Trainer

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Primary Responsibilities:

• Train and prepare call center representatives to respond to customer questions and complaints, and troubleshoot problems with services or products.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Create and maintain training materials, including PowerPoint presentations, Job Aids, and other communications
• Assist in maintaining curriculum, courses, and records in LMS.
• Contribute to departmental business plans and priorities.
• Support contact center agents, supervisors, and quality analysts in their job functions by providing information and resolving questions related to policy, procedures, and processes.
• Identify training gaps and providing solutions to close them.
• Monitor and evaluate training performance, provide learning or coaching opportunities, and taking corrective action as necessary.
• Prepare reports and analyze data to assist management as they determine call center goals.
• Work with members of the leadership, SMEs, and client representatives to support project goals.

Requirements:

• Training and/or supervisory experience.
• Exceptional written and verbal communication skills.
• Demonstrable problem solving, organizational, analytical, and leadership skills.
• Proficiency with MS Office (Word, Outlook, Excel, and Power Point).
• Proficiency with technology, especially computers, software applications, and phone systems.
• Ability to coach, develop, and motivate employees, and to evaluate their performance.
• Solid understanding of performance evaluation procedures.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.