Contact Center Trainer

Fort Worth, Texas

Employer: Solis Mammography
Industry: Other
Salary: Competitive
Job type: Full-Time
Contact Center Trainer

Looking to elevate your career? Join us!

Work Location: 5001 N. Riverside Dr. STE. 111 FT. Worth, Tx 76137

Work Hours: Full-Time, 40 hours weekly, Monday-Friday 8:00am - 4:30pm

Department Highlights:
  • Strong team collaboration
  • Compassion and empathy to our patients and the team
  • Join an innovative team working toward making healthcare more accessible, integrated, and reliable


Here is what you will need:
  • Proven experience developing and facilitating adult learning.
  • Excellent customer service skills both internally and externally.
  • Strong verbal communication, listening and interpersonal skills.
  • Energetic and flexible.
  • Manages multiple projects; able to multitask.
  • Able to read and understand complex information.
  • Exhibits sound judgment.
  • Identifies additional tasks to be completed and willingly assists others.
  • Strong Microsoft Office computer skills required.
  • Prior experience in classroom-based training development, delivery and accelerated learning preferred.
  • Familiarity with HIPAA law preferred.
  • Call Center experience preferred.
  • Minimum of two years of quality experience in a healthcare environment preferred.
  • Minimum four years customer service required.
  • Bilingual (English/Spanish) preferred.
  • College degree preferred.


A Day in the Life of a Contact Center Trainer:
  • Provide services and support for the following areas:
    • Collaborates on the design, delivery, and execution of training to ensure a focus on service, system and product knowledge.
    • Collaborates with Contact Center Supervisor and conducts ongoing needs assessments to identify additional training opportunities.
    • Partners with management to identify proactive changes to update and maintain training content and job aids.
    • Provides support, answers questions and guides agents to use available resources.
    • Utilizes all policies and processes with 100% compliance.
    • Tracks and maintains Excel quality report.
    • Respond to tier escalation and takes a call as needed to ensure timely response and Contact Center goals are met.
    • Utilizes escalated calls as a training opportunity with agents
    • Maintains customer confidentiality 100% of the time.
    • Maintains productivity; ensures minimal downtime.
    • Ensures adherence to contact center policies and procedures.
    • Forms strong working relationships within the team and treats each other with respect.
    • Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality.
    • Interacts with other departments to ensure efficient and service-oriented operation.


Why Solis Mammography?
  • A Great Place to Work for the second year in a row!
  • Offer competitive benefits such as Medical, Dental, Vision, 401k, PTO, Paid Holidays, Backup Child/Adult Care as well as other unique benefits.
Created: 2024-08-31
Reference: 5001066072406
Country: United States
State: Texas
City: Fort Worth
ZIP: 76164

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