Training Specialist
MTM - Lake Saint Louis, MO

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The Training Specialist is responsible for the training process for all MTM CSC new hires, using established MTM protocols and procedures. The Training Specialist will also be responsible for re-education of current CSC employees as needed, and training all CSC staff members on soft skill enhancement.

• Develop training and resource material for CSR employees
• Conduct training sessions via phone, web-based, or face-to-face learning
• Demonstrate strong leadership skills in communicating complex processes into simple and easy to understand concepts
• Maintain MTM training resources in collaboration with the Training Specialists at other call centers
• Report performance issues to CSC management for review and follow-up where necessary
• Conduct employee new hire orientation, if needed
• Cross-train to assist the Training Coach as needed
• Provide ongoing training to the CSC team
• Initiate and coordinate all necessary CSC training sessions
• Develop training and resource material for the CSC team
• Evaluate training process and implement improvement changes, if necessary
• Work with satellite offices to implement collaborative training plans
• Perform Customer Service Representative (CSR) audits for accuracy and training opportunities
• Responsible for ongoing evaluation of the training process and implementing changes for improvement
• Measure success of each training through different methodologies such as improved quality scores, reduction in errors on scheduled trips and improvement in employee retention rates
• Work closely with the training team, call center leadership, and other departments to create training materials and deliver high quality training programs
• Work closely with all teams to ensure new updates and changes are communicated & implemented in a timely manner
• Work closely with Training Coaches to ensure cross-training of positions and coordinated deliver of training
• Works with Human Resources to ensure an understanding of current and future training needs
• Use excellent customer service skills, establish and maintain effective working relationships with supervisor, other agencies, participants, external partners and the general public
• Communicate professionally with senior leaders internally and externally
• Maintain office inventories and order supplies
• Anticipate needed supplies and order replacement supplies in a timely manner
• Prepare and process outgoing mail daily, record daily postage costs and deliver all incoming mail to the appropriate departments daily
• Coordinate with the building manager with regard to maintenance and repair of the office
• Manage all office equipment, including printers, fax, and photocopier
• Maintain files as needed, Assist with preparation of presentation materials
• Work with Supervisors to prepare monthly updates of office activities, trainings, accomplishments, etc.

• Demonstrate sincere personal commitment to promptness, reliability, and quality work
• Demonstrate flexibility to transition from project to project with little to no supervision
• Demonstrate strong leadership skills in communicating complex processes into simple and easy-to-understand concepts
• Proactively identify new solutions to drive efficiencies/productivity of CSC employees
• Adhere to all MTM established CSC guidelines and ensure MTM’s personnel policies are followed
• Provide courteous response to all requests and proper use of terminology
• Develop and administer surveys to determine effectiveness of training
• Maintain flexibility in hours/days in order to meet Corporate/CSC objectives
• Regular and punctual attendance required
• May be required to travel, both local and overnight, up to 50%
• Provide assistance and guidance to other staff as needed
• Other duties as assigned
• Knowledge of personal computer/keyboard is required
• Knowledge of Microsoft systems such as Outlook, Excel, Word and PowerPoint is required
• Extensive knowledge of MTM’s protocols preferred
• Ability to be a role model for CSR & call center team members in professionalism, proper phone etiquette, and adherence to CSC procedures
• Ability to work with multiple situations and handle diverse issues
• Excellent multi-tasking and organizational skills with the ability to balance multiple responsibilities and competing priorities simultaneously
• Must possess strong leadership and team-building skills
• Exceptional written and verbal communication skills with the ability to communicate effectively in trainings and written communications

• High School diploma or G.E.D. required
• Some college preferred

• Prior work as a CSR in a Customer Service Center is required
• Previous training experience preferred
• Knowledge of MTM protocols preferred


Computer, copy machine, fax machine, printer, , postage machine, Cisco phone system
Normal office conditions apply. Employee must have clear, close vision for reading and computer work. Must be able to sit, stand, walk, balance, stoop, grasp, talk, hear and operate computer keyboard. Job may require reaching at shoulder level and below waist. Will occasionally lift/push/pull up to 20 pounds and carry objects 50 feet.

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*About MTM* MTM is a medical and transportation management company whose mission is to partner with clients in developing innovative...