Collections Unit Trainer
ECMC - Oakdale, MN

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Trains new and existing call center and operational staff to build/increase their base knowledge and service quality standards as set by their assigned department.

Responsibilities:
  • Ensures new hires have appropriate system access and working knowledge
  • Coordinates and delivers new hire and temporary staff training to build their base knowledge and service quality
  • Monitors and reports trainee performance to management
  • Delivers refresher training to existing staff
  • Assists with quality review program by monitoring, evaluating and providing feedback on the quality of work performed by staff
  • Works with supervisors and quality review specialists in monitoring call center performance to identify areas of improvement that requires training
  • Regularly evaluates and enhances department training materials
  • Ensures materials are accurate and in compliance with current regulations, procedures and practices
  • Provides ad-hoc training as needed
  • Assists in the design, development, planning and implementation of new training materials that impact unit staff (i.e., projects, system enhancements, regulatory changes, etc.)
  • Develops and maintains contents of internal communication (i.e., newsletters, bulletins)
  • Complies with all ECMC Group Policies
  • Additional duties as assigned
WORK SCHEDULE:
  • Required to work normal hours to successfully perform the job responsibilities
  • May need to work nights and weekends on occasion to complete work
  • Able to travel to out-of-state sites as required (at times up to 50%)
Qualifications:
QUALIFICATIONS REQUIRED:Education:
  • High School diploma or GED
Experience:
  • 3+ years experience in a call center environment
  • 1+ years training experiences in a corporate environment
Skills:
  • Highly organized and ability to multi task
  • Ability to facilitate training to a variety of learning styles
  • Basic computer skills and Microsoft applications such as Excel, Word and PowerPoint
  • Strong verbal and written communication skills
QUALIFICATIONS PREFERRED:Education:
  • Post-secondary degree
Skills:
  • Intermediate computer skills and Microsoft applications such as Excel, Word and PowerPoint
  • Assessing and developing training materials
  • Ability to work autonomously

ECMC - 22 months ago - save job
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