Contact Center Training Analyst

The Contact Center Training Analyst is responsible for developing and delivering engaging learning solutions that educate and inspire our sales, service, medical records, third party services, and operations teams to deliver key business results. This role is responsible for maximizing team members' effectiveness by ensuring thorough understanding of workflows, protocols, troubleshooting, problem resolution, and providing an Unmatched Patient Experience. This individual should be a dynamic, energetic instructional designer and trainer who builds relationships quickly and is passionate about working in a fast-paced, scaling organization.

Core Responsibilities:

• Design, develop, and deliver learning solutions for PXSO team members and managers using sound instructional design principles.
• Design and develop learning curricula, programs, and courses in formats, including instructor-led training, virtual programs, video content, and interactive eLearning.
• Manage multiple design projects using proven project management tools and instructional design methodologies.
• Act as a main point of contact for training.
• Work with subject matter experts from local leadership to identify learning objectives, document key learning concepts, and translate them into instructionally sound learning materials.
• Manage LMS learning content and library assets.
• Maintain team learning solutions (materials, systems), ensuring they are up-to-date and accurate.
• Facilitate and present training programs both in person and remotely.
• Offer performance consulting solutions and strategies.
• Proactively introduce new training tools and concepts into the training development process.
• Ensure New Hires complete required e-learning courses in the required timeline.
• Evaluate training processes and procedures and suggest methods to improve area operations, efficiency to both internal and external staff.
• Conduct assessments to determine readiness for role and identifying learning objectives are met.
• Other duties as assigned

What are we looking for?

• Education: Bachelor's degree preferred; degrees in instructional design, instructional technology or similar preferred
• 0 - 2 years of prior relevant experience; experience in instructional design experience and 2 years facilitating training preferred.
• A problem-solving orientation, flexibility, and positive attitude.
• Excellent project management skills--the ability to independently manage multiple development projects and deadlines.
• Clear, direct, and accessible verbal and written communication; strong listening and feedback delivery skills.
• Excellent face to face and video conference training skills.
• Outstanding networking and relationship management skills.
• Excellent judgment, trustworthiness, and ability to maintain confidentiality.
• Proficient in learning development tools such as Camtasia, Adobe suite/InDesign, Articulate Storyline, and similar. Microsoft Office, Google Suite, and LMS system administration.