Call Center Trainer (Remote)

Our mission is Better Health. Our passion is helping others.

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally?
• Do you have a passion for helping others achieve Better Health?
• Are you ready to join a growing team that shares your mission?

Why Join Our Team: At Better Health Group, it’s our commitment, our passion, and our culture that sets us apart. Our Team Members make a difference each and every day! They support our providers and payors, ensuring they have the necessary tools and resources to always deliver best-in-class healthcare experiences for our patients. We don’t just talk the talk - we believe in it and live by it. Be part of a team that shares your passion and drive, and start living your purpose at Better Health Group.

Position Objective:

The Call Center Trainer is an operational role, and is responsible for developing and delivering comprehensive training programs to Call Center representatives . The incumbent will report to the Manager of Operations (or similar role) and will collaborate with various stakeholders to ensure training objectives align with organizational goals.

Responsibilities:

• Design, develop, and update training materials, including manuals, presentations, and multimedia content
• Collaborate with stakeholders and management to ensure training content aligns with organizational goals and industry best practices
• Onboard and train new Call Center representatives, introducing them to company policies, procedures, and customer service expectations
• Identify training needs through performance analysis and feedback from team leaders
• Maintain accurate records of training sessions, attendance, and performance evaluations
• Prepare regular reports on training effectiveness and recommend adjustments to training programs as needed
• Foster a collaborative training environment and support ongoing professional development
• Provide coaching, conduct training sessions, and develop resources for improvement outcomes
• Conduct routine call audits and facilitate individual/group call reviews, including daily quality assurance assessments focused on specific topics
• Stay updated on industry trends and best practices by participating in educational opportunities, reading professional publications, and maintaining professional networks.
• Additional duties as assigned

Position Requirements/ Skills:

• Bachelor’s in business administration or related field preferred
• 3 years of experience in sales, customer service, Call Center operations
• 3 years of training experience in a Call Center environment, preferred
• Proficient with Google Suite (Drive, Docs, Sheets, Slides) and Microsoft Office (Word, Excel, PowerPoint) for real-time collaboration

Physical Requirements:

• Ability to remain in a stationary position, often standing or sitting for prolonged periods of time
• Communicating with others to exchange information
• Repeating motions that may include the wrist, hands, and/or fingers
• Assessing the accuracy, neatness, and thoroughness of work assigned
• Must be able to lift at least 15lbs at times
• Ability to operate a motor vehicle

Key Attributes/ Skills:

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments
• Is able to work within our Better Health environment by facing tasks and challenges with energy and passion
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals
• Demonstrated ability to handle data with confidentiality
• Ability to work cross-functionally with multiple teams; ability to work independently with minimal supervision
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail
• Excellent written and verbal communication skills; must be comfortable communicating with senior-level leadership, providers, and health plans
• Strong interpersonal and presentation skills
• Strong critical thinking and problem-solving skills
• Must be results-oriented with a focus on quality execution and delivery
• Appreciation of cultural diversity and sensitivity toward target patient populations

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