Sutter Health Operational Performance Team Member (Training) - Contact Center - Admin/Roseville in Roseville, California

Description

Primary responsibility is to ensure that Contact Center Customer Serivce Agents have the information and training to effectively service customers and clients in an efficient and effective manner. Applies a needs assessment system and develops and delivers training to address needs. Maintains an electronic library of information and phone calls to support learning environment for call center agents. Monitors agent calls, analyzes escalations to determine skill gaps, and develops training to close these gaps.

As a team member in Sutter Shared Services, establishes and maintains strong, collaborative relationships with customers to identify additional ways to be of service and ensure customer satisfaction. Maintains a positive and professional work relationship with all customers and members of teams across Sutter Shared Services.

Supports the success of a high-performing shared services organization by helping to champion and drive the long-term Sutter Shared Services vision. Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized. Participates in programs and in using tools in support of building a high performance culture via the standard Sutter Shared Services responsibilities (e.g. performance measurement, people development, customer relationship management, etc.).

Qualifications

Education:

• Bachelor's degree in Human Resources, Business Management or Related field Or equivalent education/experience required

Experience:

• Minimum 2 years experience in training content development and delivery required

• Minimum 2 years experience in a contact center environment required

• Experience in the healthcare industry preferred

• Experience in shared services and/or internal service delivery role preferred

• Experience with Microsoft Office - Word, Excel, PowerPoint

Skills and Knowledge:

• Adult learning theories and application

• Training methodologies and participative classroom techniques

• Knowledge of shared services enabling technologies a plus (e.g. Lawson, Hyland OCR, Kronos)

• Knowledge of Sutter Health policies, practices, and procedures a plus

• Familiarity with performance metrics and ability to meet identified targets a plus

• Ability to translate information into content for the purposes of agent education

• Dynamic delivery of training material to keep students engaged

• Ability to work with appropriate others to design training

• Ability to provide constructive feedback on systems and processes to team members to support continuous improvement

• Ability to learn new functional processes

• Ability to process requests consistently with general supervision

• Ability to recognize the appropriate style, level of detail, and message for the audience

• Strong verbal and written communication skills, with the ability to work effectively with all levels of Contact Center staff

• Strong interpersonal skills with the ability to work with and collaborate across Sutter Shared Services as needed

• Strong organization, prioritization, and multitasking skills, with accuracy and attention to detail

• Strong time management skills and ability to manage individual assignments

• Ability to work in a team environment

• Requires the ability to work with and maintain confidential information

This list of job elements, responsibilities, skills, duties, requirements, or conditions is not comprehensive, but is merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development).

Primary Location: California, Greater Sacramento Area, Roseville

Organization: Sutter Shared Services

Employee Status: Regular

Employee Referral Bonus: No

Benefits: Yes

Position Status: Non-Exempt

Union: No

Job Shift: Day

Shift Hours: 8 Hour Shift

Days of the Week Scheduled: Monday-Friday

Weekend Requirements: None

Schedule: Full Time

Hrs Per 2wk Pay Period: 80

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, marital status, sexual orientation, registered domestic partner status, sex, gender, gender identity or expression, ancestry, national origin (including possession of a driver's license issued to individuals who did not present proof of authorized presence in the U.S.), age, medical condition, physical or mental disability, military or protected veteran status, political affiliation, pregnancy or perceived pregnancy, childbirth, breastfeeding or related medical condition, genetic information or any other characteristic made unlawful by local, state, or federal law, ordinance or regulation. External hires must pass a background check/drug screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state, and local laws, including but not limited to the San Francisco Fair Chance Ordinance.