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SYSTEM DIRECTOR OF PROJECT MANAGEMENT OFFICE

Company: Bozeman Health
Location: Bozeman
Posted on: November 4, 2019

Job Description:

The Contact Center Technical Trainer is responsible for the successful design, development and implementation of technical and soft skill training across J-Curve. Supporting a wide range of service components, products, software applications, and customer service support objectives, this position will work closely with internal customers to develop and implement a training curriculum. The Contact Center Technical Trainer will also develop training materials, write training modules, and provide input into the scheduling of training sessions.The Contact Center Technical Trainer will manage the implementation of training initiatives that improve the quality of data, data collection and the overall performance of the organization. This position supervises a Training Specialist.Key Responsibilities--- Develop and modify technical and soft skill training solutions, including documentation, using a mix of delivery methods including instructor-led, e-Learning and other blended learning--- Deliver new hire and refresher training across multiple shifts--- Ensure that department-specific technical and soft skill training documentation is current, accurate, and in compliance with internal documentation procedures--- Work with internal customers to prioritize training needs--- Use needs assessment tools to determine effectiveness of training programs; conduct follow up to determine applicability of course material--- Research and recommend suitable external training resources that complement and support company and departmental goals--- Maintain organized and current training records; develop and/or modify tools and job aids based on department needs--- Populate Learning Management System to facilitate Training on Demand options--- Manage Knowledge Base design and content--- Compile timely and accurate reports as requested--- Recommend appropriate process and procedure revisions as needed to focus on continuous improvementRequirementsKnowledge--- Experience in telecommunications or contact center environment is preferred--- Knowledge of ITIL Service Delivery and Service Support a plus--- Knowledge of Hosted VoIP/PBX, cloud computing and cloud-based communications desiredSkills--- Excellent presentation and classroom management skills--- Curriculum design skills for instructor led training and independent learning--- Effective technical writing skills and excellent written communication skills--- Excellent problem solving, critical thinking, and time management skills--- Effective data analysis and interpretation skills--- Proficiency with MS Office Suite--- Skills in eLearning tools such as Captivate, Flash, Articulate, Dreamweaver, Photoshop and HTML--- Superior customer service skills and knowledge of Continuous Quality Improvement practicesAbilities--- Demonstrated ability to document in writing and verbally explain challenging concepts--- Ability to prioritize multiple responsibilities and projects--- Self-directed, flexible and adaptable, able to work with minimal guidance and direction, prioritize and organize work efficiently--- Ability to work effectively under pressure and meet deadlines--- Ability to work well in a team environment and promote inclusiveness and communication among team members--- Must be positive and willing to take a problem-solving approach to new issuesEducation/Experience--- Bachelor's degree preferred--- Minimum of 4-6 years industry or relevant experienceBenefitsFull-time employees enjoy a comprehensive benefit package that includes medical, dental, and vision insurance along with life and disability benefits. We also offer a 401(k) plan, 6 paid holidays, and a Paid Time Off (PTO) package.

Keywords: Bozeman Health, Bozeman , SYSTEM DIRECTOR OF PROJECT MANAGEMENT OFFICE, Executive , Bozeman, Montana

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