Training Coordinator

<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>

Miami, FL


<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,assessment,quality assurance,performance,management,administration,human resources,experience,education,knowledge,skills,work environment,physical demands


Overview: The Training Coordinator manages all of the logistical and administrative work needed to ensure instructor-led and online training programs run successfully and is responsible for overseeing the online training program. This includes the assessment, plan, implementation, facilitation, tracking and day-to-day operations. The Training Coordinator will also monitor the effectiveness of training.
Responsibilities: <ul> <li>Develops and updates all training manuals, handouts and training aids for contact center and regional offices.</li> <li>Ensures customer service/call taking is standardized through on-site training initiatives.</li> <li>Ensures contact center new hire paperwork and files are completed in a timely manner and distributed to appropriate departments and/or supervisor.</li> <li>Conducts new hire training for contact center employees.</li> </ul> <p><strong>Quality Assurance:</strong></p> <ul> <li>Performs call monitoring and productivity measurement; provides feedback to managers and supervisors.</li> <li>Uses quality monitoring database to compile, track and trend individual and team (regional) performance.</li> <li>Assists in developing action plans along with providing coaching/training to employees with substandard performance.</li> <li>Develops/updates and submits new/revised QA policies and procedures to management for approval.</li> </ul> <p><strong>Staff Fulfillment &amp; Development:</strong></p> <ul> <li>Coordinates the screening and hiring of contact center applicants through the LogistiCare applicant database and via utilizing local resources.</li> <li>Coordinates and conduct interviews for the contact center.</li> <li>Responds to employment inquiries from applicants.</li> <li>Conducts new hire orientations.</li> <li>Coordinates local human resource activities for the contact center staff with the Corporate Human Resources department.</li> <li>Other functions as required in the performance of daily company business requirements.</li> </ul>
Requirements: <p><strong>Competency Statement(s)</strong></p> <p>Analytical Skills - Ability to use thinking and reasoning to solve a problem</p> <p>Communication, Oral - Ability to communicate effectively with others using the spoken word</p> <p>Communication, Written - Ability to communicate in writing clearly and concisely</p> <p>Customer Oriented - Ability to take care of the customers' needs while following company procedures.</p> <p>Decision Making - Ability to make critical decisions while following company procedures.</p> <p>Interpersonal - Ability to get along well with a variety of personalities and individuals.</p> <p>Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems</p> <p>Relationship Building - Ability to effectively build relationships with customers and co-workers</p> <p>Working Under Pressure - Ability to complete assigned tasks under stressful situations</p> <p><strong>REQUIREMENTS</strong></p> <p><strong>Education</strong></p> <ul> <li>High school diploma or equivalent required; college degree or current pursuit of college degree preferred.</li> </ul> <p><strong>Experience</strong></p> <ul> <li>2 to 5 years contact center customer service experience is strongly preferred.</li> <li>1+ year(s) experience in a Training position strongly preferred.</li> </ul> <p><strong>Skills</strong></p> <ul> <li>Facilitation experience in both small and large groups using a variety of mediums effectively.</li> <li>Knowledge and proficiency of contact center management tools and principles; knowledge of and proficiency in quality improvement tools and processes.</li> <li>Demonstrated initiative; and ability to follow instructions and complete assignments in a timely manner.</li> <li>Must be able to work independently and as a member of a team.</li> <li>Experience dealing with crisis and ability to create processes that best benefit the entire team.</li> <li>Excellent customer service and phone skills.</li> <li>Must possess ability to analyze data and report on center performance.</li> <li>Strong management and organizational skills.</li> <li>Ability to accurately type 35+ corrected words per minute.</li> <li>Ability to work independently or with a team.</li> <li>Proficient in Microsoft Word, Excel and Outlook.</li> <li>Read, write and understand English fluently.</li> <li>Bi-lingual a plus.</li> </ul> <p><strong>WORKING CONDITIONS</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 10 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> <li>Ability to meet the requirements of the Customer Service Representative job description.</li> </ul> <p><strong>WORK ENVIRONMENT</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>