• Develop short and long term plans to train phone specialists on how to meet the expectations of the call center programs, including new-hire training, just-in-time training, manuals, guides, and other training
• Implement a measurement system to understand how effective training is at improving Program goals (ie 30/60/90)
• Work closely with QA and other Program leaders to understand the learning needs
• Identify required changes to training by partnering closely with Program stakeholders, including Program leaders, marketing, compliance, and legal
• Take lead on updating training materials when there are changes in the business, procedures, and policies
• Be a Hands-On and a Subject Matter Expert of Program expectations; Have a strong understanding of what is expected of agents and Programs and the agents’ challenges; Be positioned to represent the Program
• Design and develop training to be updated quickly (nimble) both within the Program training collateral and across Programs trainings
• Be the lead when working with development and facilitation teams including the Production Team, Contractors, and Vendors
• Own the end-to-end process of updating training, including in-take process, fact-gathering, stakeholder sign-offs, development, delivery, and scheduling of classes

• Minimum of three to five years proven training supervisory experience in a call center environment.
• Minimum of two years of instructor-led facilitation / Proven training skills in a classroom setting.
• 3-5 years of professional instructional design experience
• Experience with call center monitoring programs
• Experience coaching call center agents
• Experience with virtual training is a must
• Bachelor Degree in Training, Instructional Design and/ or Education or equivalent experience a plus
• Proficient in Articulate 360 Proficient in Adobe Creative Suite – Captivate,
• InDesign, Photoshop Proficient in Microsoft Office Suite – Word, Excel, PowerPoint, Outlook Proficient in Learning Management Systems administration
• Bachelor’s Degree is a plus
• Project Management experience a plus
• Must be able to work a flexible work schedule
• Ability to work in a fast-paced environment and maintain focus on key priorities despite conflicting demands

Facilitator

Leader

• We work hard and play hard
• Dynamic, fun, entrepreneurial, and diverse culture
• The best teams – nothing compares to the Great HealthWorks family
• A one of a kind product that has transformed millions of lives
• Product supported by 30 years of clinical research and endorsed by athletes, celebrities, and everyday people
• Strong values – we mean what we say and say what we mean 
• Health and wellness are a top priority – committed to self-care
• Value work/life balance
• Growth mindset in all facets of the business
• State of the art packaging and distribution center
• Leaders that truly care
• Employee engagement activities year-round
• Business casual atmosphere – jeans and sneakers are okay by us