Contact Center Training Team Lead

Kelsey-Seybold Clinic   College Station, TX   Full-time     Call Center / Customer Service
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Posted on July 16, 2021

Contact Center Training Team Lead
College Station, TX

Kelsey-Seybold Clinic, a multispecialty group practice with over 25 clinic locations and 500 physicians located in Houston, is opening a Contact Center in College Station. The new facility is scheduled to open in September 2021.

New Contact Center in College Station Opening September 2021

The purpose of this position is to supervise up to six (6) Contact Center trainers as well as provide oversight, guidance, and coordination for all Contact Center training activities. This individual works closely with the Contact Center Manager to develop performance metrics and goals for the training department and in turn ensures metrics and goals are achieved. The Training Team Lead is expected to partner with the Contact Center Quality/Business Analyst to assess available speech analytics data for future and current training needs. Based on results the individual in this role will be required to draw an overall or, in collaboration with staff supervisors, individualized training plan. Additionally, this role regularly interfaces with corporate training teams to ensure organizational training efforts and goals are supported and achieved. Flexibility in schedule and utilization of multi-media delivery methods and adult education concepts are a vital component of Contact Center training to ensure effective delivery to all level of staff across a 24/7 operations.

Qualifications include:
• Bachelor's degree or 1 to 1 experience in lieu of degree
• 2 years' experience providing supervisory support to a training team to include performance management and experience designing and executing successful training programs and experience of training delivery
• Certified Adult Educator
• Experience delivering traditional and modern training (classroom, e-learning, workshops, simulations) to include the creation of training materials to facilitate those training methods; strong computer and database skills
• Strong verbal and written communication skills; excellent attention to detail and record keeping ability
• Solid leadership skills
• Bilingual skills preferred

Consider Kelsey-Seybold Clinic
• Comprehensive Benefits
• Competitive Salary
• 401K
• Free Parking

If you want a satisfying career and a rich, rewarding personal life, don't choose between them.

Achieve them both at Kelsey-Seybold Clinic.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status.