Training Team Leader
Alta Resources is Hiring!
An operational CARE Training Team Leader has the overall responsibility for the Team’s Consumer Contact Center's training programs. This position works with the Alta Quality Manager, Chief Compliance Officer, Program Directors, Analysts, Training Team and Client to assess training needs and requests, target audience, develops goals and expected outcomes, delivery options and timelines, and allocates appropriate Team resources to meet business needs. This position develops and delivers specialty programs including new hire orientation, foundation training, ongoing development, continuous education and leadership courses. This position develops training programs tailored to the individual, Team and/or business unit as well as specific to the job function. This position supervises the Training Team.
The Training Team Leader oversees development, review and delivery of training modules, systems, products, processes and procedures, customer service, and specialty topics. Training modules will be reviewed and approved by client staff during a determined schedule. The Training Team Leader determines if program goal met expected outcomes, evaluates for training effectiveness of both content and delivery, and implements new training techniques and processes to keep training engaging and effective to meet ongoing business needs. The Training Team Leader works with the Training Team and the client prior to the launch of new processes, products and/or product extensions and then supports the training program. This position is responsible for coaching the Training Team as they work with leaders to meet and exceed client/partner goals and target metrics and provides direction to the Team leaders regarding coaching opportunities.
Essential Duties & Responsibility
Other duties may be assigned.
Complete and update all New Hire Training courses with the required level of competency to become qualified to deliver the Team’s training programs
As appropriate, provide instructor-led New Hire Training, Continuous Education Training, blended-learning, experiential training and Market Event programs per client applying adult learning theory to presentations and delivery
Support delivery of training programs to part-time and full-time employees during day, evening and weekend hours to meet business needs
Support training for the Trainers, and Alta Management Team on required processes
Develop and evaluate the goal and objectives of Team’s training programs
Deliver orientation and foundation modules for new employees on the Team
Deliver continuing education and leadership courses for current employees on the Team
Work directly with the Trainers, Team Leaders, and Program Directors to ensure they are competent in performing their quality management responsibilities
Confer with the Team and Alta Management staff including Chief Compliance Officer to assess business needs requiring training for employees, to better understand changes in policies, procedure, FDA or other regulation, technologies, or the general improvement in customer service abilities
Work with the Operations, Quality Assurance and Compliance Analysts to incorporate into training materials any learning/feedback from performance data, Management Reviews, Non-conformances, audits, etc Formulate training process outlines and implement the most effective training methods, such as individual training, lectures, demonstrations, conferences, meetings and workshops, to meet learning objectives
Develop and implement training assessments, certifications and evaluations of training processes, procedures and activities to ensure consistent and effective learning by employees
Ensure accurate and complete training records are maintained
Coordinate and execute coaching and continuous improvement initiatives to achieve consumer experience goals in all communication channels including phones, social media, email and white mail.
Identify and apply strategies for encouraging active engagement of trainees
Prepare training reports, as requested
Follow applicable Standard Operating Procedures (SOP) and Work Instructions
Handle sensitive and private information in accordance with SOPs and regulatory requirements
Escalates issues to management in accordance with company policies and procedures
Adhere to, and oversee Team’s adherence to, applicable Program, Client and Corporate policies, procedures and work instructions. Supervise, guide and develop Team members who must:
- Manage Consumer/Health Care Concerns/Regulatory contacts relating to US and/or Canadian drug, medical device, cosmetic and/or dietary supplement products and/or their proper use, contraindications, adverse events/complaints, formulation, distribution and/or recall.
- Accurately assess issues and, based on analysis, assign adverse event/product to be compliant with any US or Canada governing reporting standards and regulations.
- Apply good documentation principles conforming to be compliant with any US or Canada governing reporting standards and regulations to clearly and accurately record contact/product data, contact verbatim, medical information or any other relevant information to support Client reporting to regulatory authorities.
- Escalate critical issues to designated management representatives.
- Handle and protect individually-identifiable health information in accordance with HIPAA and similar security/privacy regulations and standards.
Manage duties for Quality/Oversight/Audit as follows:
- Respond to questions from auditors/government inspectors in professional, factual manner.
- Provide assistance for audit preparation and/or audit/inspection support as may be requested by management.
- Manage work and Team with a view to continuous quality improvement.
- Immediately notify Quality/Compliance Team, and, if applicable, Alta and/or Client management, about any potential nonconformance identified.
- Promptly initiate containment measures to prevent continuation of a nonconformance and ensure effective corrective actions/preventive actions are implemented to mitigate recurrence.
Prepare for and manage actions necessary to address needed surges in workforce and rapid training related to event-specific (e.g. recall, major media news) tasks: contract staffing, re-deployed staff, HR, schedules:
- Training (create training materials and FAQs plus conduct the training in timely manner)
- Communicate progress and status of event activities (e.g., special reports, progress on setup, volume of interactions received, etc.)
- Manage event work and Team
Supervises and carries out leadership responsibilities in accordance with the organization's policies, Guiding Principles and applicable laws. Responsibilities include interviewing, hiring, retaining, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing and resolving issues. The position also requires active leadership in the way of supporting strategic initiatives as well as personal development and application of Six Sigma methodologies. All leadership positions may be expected to attain Six Sigma Green Belt or other similar “LEAN” certification.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Strong interpersonal, verbal, and written communication skills
Possess quality monitoring, coaching, counseling, and training abilities.
Proven ability to design, develop, implement and assess training curriculum and delivery for effectiveness.
Ability to present to small and large groups of varying levels among Team members.
Ability to develop training programs following adult learning theory and appropriate design principles.
Ability to analyze data for trends in process errors, and assess gaps in understanding based on data analysis.
Ensure quality and compliance standards are followed
Demonstrate passion for the overall consumer experience, Team development and success.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university required; five years of training and leadership experience required, preferably in a Contact Center environment.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes: Intermediate to advanced Microsoft Word, Excel, PowerPoint, Outlook, and knowledge of Lotus Call Quality Software along with Client and Alta designated software. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Alta Resources is an equal employment opportunity employer.
Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be
- Pay Type Salary
- Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America