Job Description
Title: Learning and Development Associate, Outreach – Call Center – Remote
Location: Philadelphia, Pennsylvania, United States
Description
Overview:
Company Overview
At Wider Circle, we believe that everyone deserves to be healthy. That’s why we’re setting out to solve the last mile of healthcare by building neighborhood groups that empower members to motivate and support each other to get the care they need, when they need it, where they need it. We partner with health plans and physician groups in neighborhoods across the country to provide fun and educational in-person and virtual programs for members who share similar interests and life experiences. These programs create a trusted community support network essential to managing better health. Wider Circle is proud to bring its unique programs to more than 700 communities nationwide in 7 different languages.
Position Overview
As the Learning & Development Associate for Wider Circle’s Outreach Specialist team,
- You will prepare our call center workforce to efficiently and effectively make calls to our members and potential members. Your role is critically important to ensuring high performance in our call center to hit new member growth targets.
- You will own,deliver and continue to improve on a 1-week established online onboarding program that each of our remote call center team members goes through before they start making calls to our members. Sessions are held every other week for incoming hire classes of remote agents. The program includes technical material on Wider Circle’s call center tools and systems, content to help new hires understand Wider Circle’s story, mission and products and how to have effective interactions with members building empathy and trust in their conversations.
- In addition to the onboarding training, you will also be responsible to help low performers improve their results by listening to recorded calls, identifying personal opportunities and connecting 1:1 or in small group coaching sessions. You will also be called on to develop training for experienced call center staff based on changes in customer needs, new products or new processes.
- You will be responsible for key company-wide compliance training, Learning Management System administration, data collection and recordkeeping.
- You will provide support on other training projects as needed.
We are looking for candidates who are curious, demonstrate a love of learning, a strong sense of accountability for business results and a dedication to constantly learn new skills and technologies.
Our ideal candidate will have a minimum of two years of experience developing and delivering training for adult learners; LMS administrative and reporting skills; some call center experience; and a strong understanding of customer service principles and practices.
Responsibilities
- Oversee and deliver online training programs for call center agents equipping them with the essential product, process, tool, and knowledge to succeed.
- Create call center training materials, such as presentations, handouts, worksheets, quizzes and videos
- Evaluate the effectiveness of call center training programs and find opportunities to improve and scale training as the company expands and changes
- Oversee LMS administrative tasks, compliance and reporting. Collect, measure and analyze data.
- Provide ongoing support to call center agents and team leads
- Maintain a consistent level of productivity, enthusiasm, and energy during interactions with new hires, hiring managers, and internal and external partners.
- Stay up-to-date on call center industry and training trends and best practices.
- Make member outreach calls for up to 1 hour a week (to keep a connection to our call-center work and ensure training is up to date and relevant).
- Develop and deliver training for adult learners company wide as needed
- Occasionally provide training or administrative support for other Human Resources projects
Requirements
- 2+ years of experience in training and development, including instructional design for adult learners, LMS administrative experience, e-learning, and delivering training remotely.
- 1+ years of experience in call center operations
- Strong understanding of customer service principles and practices
- Excellent communication and interpersonal skills
- Strong organizational and time management skills
- Highly self-motivated
- Ability to build relationships with internal partners and stakeholders
- Ability to work independently and as part of a team
Preferred
- Video editing experience
- Google Workplace experience
- Based in a location where Wider Circle has active chapters such as Northern, Central, and Southern California, Michigan, Pennsylvania, Texas, Ohio, Louisiana, Georgia, Illinois, New Jersey, Virginia, and West Virginia, with more states coming online in 2023
- Bachelor’s degree in human resources, communications, education, or a related field
- Fluent in English and Spanish
Benefits
Compensation
As a venture-backed company, Wider Circle offers competitive compensation, including:
- Performance-based incentive bonuses
- Opportunity to grow with the company
- Comprehensive health coverage, including medical, dental, and vision
- 401(k) Plan
- Paid Time Off
- Employee Assistance Program
- Health Care FSA
- Dependent Care FSA
- Health Savings Account
- Voluntary Disability Benefits
- Basic Life and AD&D Insurance
- Adoption Assistance Program
- Training and Development
- Salary: $42,000 – $52,000