Great HealthWorks
Training Specialist II - Senior Facilitator
Great HealthWorks

The Training Specialist II (Senior Facilitator) works with Program Managers to ensure phone specialists and Team Managers meet the program's phone handling goals. They are involved in assessing needs, developing new training content, updating content, training the content, and ongoing coaching support. Training Specialists are deemed a critical success factor to the Call Center’s Programs success.

  • Requires 4+ years experience
  • Full time
  • Fort Lauderdale, United States
  • Requires Associate degree
October 4, 2021
Responsibilities
  • 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
Qualifications
  • 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
Who You Are

Facilitator

Leader

Who We Are
  • 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
Job Function
Corporate Trainer
Industry
Consumer Goods
Consumer Services
Health, Wellness and Fitness