Contact Center, Training and Quality Specialist

In this role, the incumbent will be responsible for scheduling and conducting training sessions for both new and experienced contact center agents and supporting employees in an effort to maintain positive productivity. Responsible for managing and maintaining provider on call schedules, equipment maintenance, management of IT tickets, and other assigned duties.

To ensure success as a call center trainer, the incumbent should have extensive knowledge of contact center procedures and exhibit expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching, multi-tasking, and communication skills.

• Training 
  o    Develop contact centers' education materials, such as digital presentations and  standard operating procedures. 
  o    Conducts technical and informational training classes and/or onsite sessions, both on a regular and as needed basis for the Contact Center 
  o    Schedule and conduct training sessions on various contact center topics to  successfully onboard and provide ongoing  support for new employees.
  o    Train experienced employees on new or updated contact center procedures to improve  performance.
  o    Collaborate with team leaders, supervisors and manager to identify and provide ad hoc training and coaching.
  o    Serves as training representative for interdisciplinary projects as assigned
  •    Quality Assurance and Policy preparation
  o    Observe the daily operations of contact center employees and identifying any areas of improvement. 
  o     Listen to incoming calls, review for quality assurance and provide feedback for Supervisors. 
  o    Measure  the effectiveness of training sessions and preparing individual or team progress reports.
  o    Ensure team members  maintain their productivity and maintain high levels of customer  service thru regular re-training and by working with supervisors. 
  o    Prepare policies and procedures  to ensure high quality  customer service using best practice techniques,  and appropriate agent conduct.   
  •    Reporting, Maintenance and Support
  o    Maintain all Contact Center protocols. Conduct on going reviews and updates with sign off or approval from appropriate stakeholders.  
  o    Ad hoc reporting for stakeholders, for specific timelines, pages, for groups, individuals.
  o    Maintain Smart Center in Spok for paging groups such as Mass Casualty, Emergency Teams, etc.
  o    Establish Pager Identification Center numbers for new employees, used in both Spok and Vocera systems
  o    Support & Maintain Pager system and pager management
  o    Support issue management and resolution
  o    Work with HIT to ensure the monthly Spok updates are tested and verified.
  o    Work with vendors to trouble shoot equipment issues
  o    Manage and maintain  Provider On-Call schedules    
  •    Serve as Contact Center subject matter expert and back up for  Supervisors
  •    In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $21.10 - $32.71 Hourly

MINIMUM REQUIREMENTS

Education: High School or equivalent required. Associate or Bachelor’s Degree preferred in education, health or IT related majors.
Experience: At least 3 years’ relevant experience working as a call center trainer or team leader. Strongly preferred help desk/information systems; data analysis extraction and systems interface.
Licensure: None

PHYSICAL DEMANDS

Job requires standing for prolonged periods, frequently bending/stooping, reaching (overhead, extensive, and repetitive); Repetitive motion: computer keyboard.  Proficient communicative, auditory and visual skills; Attention to detail and ability to write legibly; Ability to lift/push/pull 50 - 100lbs.  

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff.  We believe diversity is excellence expressing itself through every person's perspectives and lived experiences.  We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.