Trainer - Access Management - Call Center Operations

Overview
The Trainer - Access Management holds a key agent workflow position, operating within Access Management to drive the delivery, deployment, tracking and analysis of training and educational programs for new hires and existing front-line agents. The Trainer reports to the Training Manager and is responsible for coaching, developing, and evaluating Agents & leaders, and will be responsible for content development, new hire orientation improvement, and delivery for both an in person and remote setting. The successful Trainer, through their direct work and oversight of their span, play a vital role in the achievement of Departmental goals.
This is a remote position.
Work schedule hours-as a nationwide contact center, work hours for this position may start as early as 6:00am and end as late a 10:00pm.
Minimum Experience:
• 2 Years working in a contact center environment required.
Preferred:
• 4 Years working in a contact center environment.
• 4 Years content creating & training internal employees.
What you bring to be successful:
• Proficient in ATI's application suite (e.g. Touchstone, Scheduler, RingCentral).
• Strong communication skills up, down and across the management chain.
• Proficient with Microsoft word, Excel, Power Point and Teams.
• Strong presentation skills.
• Ability to train remotely using virtual technology.
At ATI Physical Therapy, we are committed to helping people live better. We provide convenient access to high-quality care to prevent and treat musculoskeletal (MSK) pain. Our 900+ locations in 24 states and virtual practice operate under the largest single-branded platform built to support standardized clinical guidelines and operating processes. With outcomes from more than 3 million unique patient cases, ATI strives to utilize quality standards designed to deliver proven, predictable and impactful patient outcomes. From preventative services in the workplace and athletic training support to outpatient clinical services and online physical therapy via our online platform, CONNECT™, a complete list of our service offerings can be found at ATIpt.com. ATI is based in Bolingbrook, Illinois.
Responsibilities
• Conduct new hire, continuing, developmental, and retraining as needed, documenting Agent Retention & ensuring Agent Success in curriculum content.
• Evaluates Agents' performance and abilities and provides coaching and counseling as observed in partnership with Quality Management partners.
• Analyze existing curriculum based on feedback via voice of the customer and suggest process improvements.
• Manage existing Training Repository and ensure all documentation, reports, and data are catalogued under the direction of the Training Manager's vision.
• Collaborate with other departments as needed.
Qualifications
Minimum Education
Required:
• High School Graduate
Preferred:
• Bachelor's Degree
Minimum Experience
Required:
• 2 Years working in a contact center environment.
Preferred:
• 4 Years working in a contact center environment
• 4 Years content creating & training internal employees
Knowledge Skills and Abilities
• Professional presence - with both peers and managers
• Proficient in ATI's application suite (e.g. Touchstone, Scheduler, RingCentral)
• Strong communication skills up, down and across the management chain
• Proficient with Microsoft word, Excel, Power Point and Teams
• Works well in a team environment
• Strong time management skills
• Ability to organize and manage multiple priorities
• Strong presentation skills
• Ability to train remotely using virtual technology
• Maintain a positive attitude despite challenges
• Able to motivate others to do their best
• Able to modify teaching style based on learner's needs