Regional Training Manager

<b>At LogistiCare, you have the ability to define your own career journey and enjoy the ride along the way and make possibilities real. Your growth is our objective. Whatever your passion, you’ll have the opportunity to find the career you’re looking for, learn and grow in your role, and make a difference in the lives of others. And you’ll do it alongside colleagues you can count on, in a vibrant work environment, with leadership that puts you first. <br/><br/>Sound like a good career fit? </b>

Atlanta, GA


<strong><a href="" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>What We Value Most &ndash; YOU<br /><br />Benefits - The Whole Package&nbsp;</strong><br />Medical, Vision, Dental, Disability, EAP, Legal, Voluntary Life Insurance, Group Life &amp; AD&amp;D, Flexible Spend Account, Paid STD &amp; LTD, Vacation &amp; Holidays<br /><br /><strong>Culture - Why You Want to Come to Work Every Day</strong><br />Casual Dress - Business Casual, Relaxing - Comfy Lounge Areas, Excitement -Themed&nbsp; Luncheons, Great Hours &amp; Set Shifts - (Mon. &ndash; Fri.)<br /><br /><strong>View Featured Positions Below OR Check Out <a href=";d=ExternalCareerSite" target="_blank" rel="noopener noreferrer">All&nbsp;Career Journey Opportunities&nbsp;with LogistCare</a></strong>

keywords: training,support,training,quality assurance,analysis,operations,leadership,experience,education,skills,physical demands,work environment


Overview: The Regional Training Manager oversees the training function for an entire region by working closely with various business partners to ensure solid and consistent training practices across the enterprise. This leader creates new curriculum and updates existing material in support of operational requirements. This includes maintaining training systems as well as partnering to ensure that the content created meets training and new initiative objectives. The Regional Training Manager also analyzes, facilitates and evaluates training on a regular basis.
Responsibilities: <p><strong>ESSENTIAL FUNCTIONS</strong></p> <ul> <li>Mentor and develop field Training Managers and Coordinators.</li> <li>Occasionally conducts new hire in classroom training.</li> <li>Works directly with local and regional field training personnel, HR, quality and operations leadership to determine training needs and appropriate training materials/modules/methods.</li> <li>Conducts Train the Trainer Sessions.</li> <li>Conducts regular observation/assessments of field training personnel and processes to ensure consistent and well-executed product and delivery based on training standards.</li> <li>Defines training documentation format.</li> <li>Participates in quality calibration meetings to align training methods/materials and outcomes with desired service level/QA scores.</li> <li>Conducts call monitoring regularly on new hires to ensure learning and quality and to ensure training process is meeting business needs.</li> <li>Ensures level 1, 2 and 3 training evaluations are completed and compiles results, identifying training needs, evaluating the effectiveness of training personnel and training methods.</li> <li>Reports to operations and training management quarterly on ROI based on metrics determined by training, quality and operations.</li> <li>Oversees contract specific, P &amp; P and refresher training to ensure that a consistent process is followed for delivering, housing and accessing data.</li> <li>Conducts needs analysis, research, observations, meets with SMEs, writes training outlines, wireframes, voice-overs and works with instructional designers to transfer project scope in preparation for design.</li> <li>Builds certification process for hourly field positions.</li> <li>Facilitates trainings via webinar, live meeting and face to face facilitation as needed/appropriate; ensuring a consistent process for training new hires and providing refresher/ongoing training in locations without training managers.</li> <li>Communicates suggestions for updates to course offerings based on feedback received.</li> <li>Provides updates to Field Leaders and Corporate Training regarding challenges, solutions and measurement.</li> <li>Conduct regular needs assessment and designs new programs for operations business units outside of contact center.</li> <li>Works cross-operationally to ensure knowledge transfer and best practices are shared company-wide.</li> <li>Conduct needs analysis, research, observations; works directly with SMEs and training managers to understand and develop training to meet business needs.</li> <li>Writes training outlines, wireframes, voice-overs; builds training modules out in LMS.</li> <li>Spends time in the field (ITT) working with training managers, training specialists, quality and operations management to identify training needs.</li> <li>Designs and develops interactive, state of the art training templates, modules, video, graphics and animated text.</li> <li>Assist with management of the LMS (trouble shooting issues, adding, editing and archiving courses and curriculum, maintaining LMS inventories (course catalog).</li> <li>Assists with maintenance of Training Tab on Employee Portal.</li> <li>Assists with Alfresco Training Drive and Resource Page; responds to training email account as needed.</li> <li>Follow appropriate training models such as ADDIE (Analyze, Design, Develop, Implement and Evaluate, Feedback, Summaries and Action Plans).</li> <li>Updates course offerings based on feedback received and changes in technology.</li> <li>Travels to new operations implementations and as needed to new contract implementations to conduct new hire training.</li> </ul>
Requirements: <p><strong><u>POSITION QUALIFICATIONS</u></strong></p> <p><strong>Competency Statement(s)</strong></p> <ul> <li>Analytical Skills - Ability to use thinking and reasoning to solve a problem.</li> <li>Communication, Oral - Ability to communicate effectively with others using the spoken word.</li> <li>Communication, Written - Ability to communicate in writing clearly and concisely.</li> <li>Customer Oriented - Ability to take care of the customers' needs while following company procedures.</li> <li>Decision Making - Ability to make critical decisions while following company procedures.</li> <li>Interpersonal - Ability to get along well with a variety of personalities and individuals.</li> <li>Management Skills - Ability to organize and direct oneself and effectively supervise others.</li> <li>Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems.</li> <li>Relationship Building - Ability to effectively build relationships with customers and co-workers.</li> <li>Working Under Pressure - Ability to complete assigned tasks under stressful situations.</li> <li>Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.</li> <li>Reliability - The trait of being dependable and trustworthy.</li> </ul> <p><strong>Education</strong></p> <ul> <li>High School Graduate or General Education Degree (GED) required.</li> <li>Bachelor's Degree preferred.</li> </ul> <p><strong>Experience</strong></p> <ul> <li>3 years of Customer Service, Leadership, Curriculum Development and Facilitation strongly preferred.</li> </ul> <p><strong>Skills</strong></p> <ul> <li>High level of technical competence to include proficiency with Microsoft Office including Excel.</li> <li>Experience with Adobe Captivate, Articulate, Lectora or similar authoring tools.</li> <li>Experience with Learning Management Systems.</li> <li>Exceptional written, verbal skills, organizational, and problem-solving skills.</li> <li>Demonstrates excellent interpersonal skills and instills a teamwork philosophy.</li> <li>Attentiveness to detail and thoroughness.</li> <li>Ability to multi-task and meet deadlines.</li> <li>Must possess ability to analyze data and report on center performance.</li> <li>Must be able to work independently and as a member of a team.</li> <li>Must have proven experience dealing with conflict management.</li> <li>Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner.</li> <li>Proven experience dealing with crisis and ability to create processes that best benefit the entire team.</li> <li>Read, write and understand English fluently.</li> </ul> <p><strong><u>WORKING CONDITIONS</u></strong></p> <p><strong>Physical Demands</strong></p> <p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <p><strong>Physical Requirements</strong></p> <ul> <li>Able to sit at and work on a computer for periods of time.</li> <li>Able to use the phone for periods of time.</li> <li>Able to lift up to 25 pounds and reach/bend to retrieve items in cabinets and shelves.</li> <li>Required to be at the work location to perform job functions.</li> <li>Ability to speak, hear and see for the assigned work day.</li> <li>Repetitive key stroke/data entry for the assigned work day.</li> <li>Ability to ambulate as needed for the assigned work day.</li> </ul> <p><strong><u>WORK ENVIRONMENT</u></strong></p> <p>The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <p>Entire work time is conducted in an office environment in a controlled atmosphere building.</p> <p>The noise level in the work environment is usually moderate.</p>