The Customer Operations Training Specialist will be responsible for the development, implementation and management of Customer Operations training across all teams, including Domestic, International, Inter-site Transfers, Resolutions, B2B Medical, and other special teams.
Training specialists will support new hires, continuous training for tenured staff and custom requests.The training specialist will understand department goals, ensure training is aligned with department objectives and provide continuous support and collaboration with the Customer Operations Management Team.
Develop, organize, conduct and evaluate training programs for quality
Develop and maintain training materials, SOPs and work instructions
Deliver high-quality training sessions in both practical and classroom environments
Work with Customer Operations Management to determine appropriate training requirements
Assist in identifying knowledge gaps, determining needs, and building solutions
Ensure that new staff members receive appropriate introductory training and ongoing refresher
Assign training via QMS based on Standard Operating Procedures
Plan periodical refresher courses and sessions for Customer Operations Team members
Provide coaching to Team to achieve continuous improvement
Working collaboratively with other internal and external stakeholders for compiling the most updated policies, procedures, etc.
Other duties assigned.
Post-secondary education in an applicable field preferred
Minimum 2 years of experience as a training specialist or as a facilitator role
Must be capable to work without supervision, in developing the training curriculum as well as excellent delivery,
Knowledge of various training and adult learning methods
Great interpersonal and communication skills
Good time-management skills
Excellent decision making and organizational skills
A sense of ownership and pride in performance and its impact on the company’s success.
Ability to contribute to special projects and contribute to the growth of the team
A strong sense of personal integrity
Sage experience is considered an asset