Training Assistant

Summary: 

The Customer Service Training Assistant works closely with the Customer Service Trainer and Training Manager providing training assistance and ongoing training support during the three-week training period. Responsible for providing training, coaching, and guidance to new employees to develop the necessary skills to successfully service daily customer service calls. Support the Trainers by evaluating training requirements, maintaining updated practices, creating and delivering instruction, and monitoring the new employee’s progress.

Duties & Responsibilities:

• Work collaboratively with Trainer to conduct continuous evaluation of training requirements and needs.
•  Instruct and guide new employees to be successful while handling live calls during training
• Create an environment where new employees will be able to “shadow” a call during Nesting.
• Monitors real-time performance indicators and service levels during training , and works with new employees to ensure metrics are achieved.
• monitors and evaluates new hire performance, provides learning and coaching opportunities.
• Handles escalated calls and research member inquiries.
• Follow the agenda and deliver training information and curriculum to the class in the Trainer’s absence.
• Assist in the delivery of day-to-day instruction using the training materials.
• Provide support and mentoring for new employees while conducting evaluations and identifying sections where improvements are needed.
• Ensures new employees understand and comply with all call center objectives, performance standards, and policies.
• Answer new employee questions regarding best practices, protocols, and escalations.
• Collaborate with the Trainer to identify training needs, operational issues, and suggest possible improvements.
• Continuously communicate with Trainer about all issues concerning the new employees.
• Maintains and improves contact center customer experience by reviewing new hire calls.
• Identifies areas of strengths and areas of opportunity to improve level of service, problem solving skills and average handle times (AHT).
• Collaborates with peers within the department and other Alivi teams to support new hire initiatives and maximize customer satisfaction.

• 1-2 years’ experience in a healthcare contact center environment.
• 1 year experience training or coaching team members.
• Strong communication (verbal and written) and interpersonal skills to inspire and engage learners.
• Strong understanding of key performance indicators (KPIs) and service level agreements (SLAs) metrics.
• Strong interpersonal skills to interact with employees at all levels, vendors, members, and preferred partners.
• Creative and problem-solving skills.
• Must be able to adapt to high volume, fast paced environment.