Senior Manager, Clinical Contact Center Training

Do you have a passion for shaping the future of customer experience? Is it important for you to know that the work you do helps people live happy and healthy lives? If so, then Labcorp could be your great next career step! 

Labcorp is seeking a Senior Manager of Training for the Clinical Contact Center. In this exciting role, you will be responsible for the learning and development strategies for the Clinical Contact Center employees. This role centers around creating training plans encompassing the entire employee journey, evaluation of employee soft and technical skills with development strategies, and implementation of various training methods to enhance employee performance.  

The role supports the leaders of the operational teams of the contact center, using quality outcomes as feedback to improve customer experiences. Collaborate with various teams to ensure employees receive the necessary training to excel in their roles and contribute to the overall success of the department, delivering exceptional service to our customers. 

Key Responsibilities: 

• Plan and facilitate training plans that enhance employee skills, improve performance, increase productivity, and foster a culture of continuous learning and development. 

• Assess training program effectiveness and modify as necessary, targeting adult learners. 

• Manage training budgets, technologies and technical personnel required to develop, manage, and deliver training. 

• Stay updated on training trends and ensure training initiatives align with goals and employee development needs. 

• Lead change management programs to assist employees with transitions due to technological changes, acquisitions, and process changes. 

• Communicate with management, trainers, and team members to ensure that all needs are met, with measurements of success. 

• Conduct orientation programs and arrange on-the-job training for new hires. 

• Collaborate with quality teams to understand training needs to improve quality concerns. 

• Create soft skills training modules to assist with employee development. 

• Oversee active training sessions, ensuring Trainers and employees have all tools and resources needed for success. 

• Create a curriculum to facilitate strategic training based on departmental goals. 

• Drive brand values and philosophy through all training and development activities. 

Knowledge, Skills, and Abilities: 

• Familiarity with modern and traditional training methods relevant to adult learners (mentoring, coaching, technical job skills, classroom, e-learning, workshops, simulations, soft skills, etc.). 

• Proven work experience as a Training Manager. 

• History designing and executing successful training programs.