Training Manager - Contact Center Operations -Healthcare -Hybrid

OverviewAs Training Manager, you will develop, deliver, and track training and educational programs for new hire and existing front-line representatives of ATI’s contact/call center patient Access Management department. You are responsible for assessing agents’ performance needs as they align to the patient Access Management Team’s operational goals and ensure all agents receive formal training, coaching, and regular evaluation key skills needed for effective patient Access Management Agents. You will work with patient Access Management leaders to create content, educate, and assess trainers. Overall, you are responsible for industry-leading customer service training, new hire orientation improvement that can be provided in in-person and remote settings.Work location: ATI Physical Therapy has corporate support contact/call center locations in Bolingbrook-IL, Greenville-SC, and Tempe-AZ.What you bring to be successful:

Degree in related field or equivalent years of experience in call center training

3+ Training experience in a call center environment

Team lead experience

Experience with: Instructional Design, Adult Learning concepts and strategies; Learning Management Software (LMS); Virtual Learning tools and delivery

ATI offers an attractive total compensation package with best in class, customizable benefits plan including:

Medical, Dental, Vision Insurance

An exceptional 401k plan.

At ATI, we care about your work life balance. We want you to enjoy your time away from work by utilizing our competitive PTO plan.

Personal (PTO)

Sick (Be Well)

Paid holidays

This is an opportunity to join the best Physical Therapy Company in the world. We are the largest physical therapy company under one brand name in the U.S., but also pride ourselves on our small-practice, family-like atmosphere.Responsibilities Train professionals engaged in the delivery of training programs and related materials in support of training objectives Identify gaps in the training curriculum and implement solutions for improvement Create, continually improve, and coordinate new hire onboarding with team supervisors and managers Evaluate training effectiveness based on operational metrics, formal and informal feedback from end users Conduct training sessions that demonstrates effective training techniques Implements and manages a process to ensure that all training documentation, reports, and data are completed and that materials are delivered according to set guidelines Understand how to leverage an LMS to track and distribute effective training programs Maintain and update records of training activities, participant progress, and program effectiveness in LMS Maintain and update skills by researching new training, educational, and multimedia technologies Regularly evaluate trainers’ professional skills and abilities and provides coaching and counseling as needed Attend regular conference calls, workgroups, and meetings as required Participates in special projects as requiredQualificationsMinimum EducationRequired: Bachelor’s degree in related field or equivalent years of experience in call center trainingMinimum ExperienceRequired: 3+ years training experience in a call center environment Team lead experiencePreferred: 5+ years training experience working in a healthcare contact center environment Experience with instructional designKnowledge Skills and Abilities Professional presence – with both peers and managers Proficient in ATI’s application suite Strong communication skills up, down and across the management chain Proficient with Microsoft word, Excel, Power Point and Teams Works well in a team environment Strong time management skills Ability to organize and manage multiple priorities Strong presentation skills Strong executive presence Knowledge of medical billing and office automation software Working knowledge of Microsoft applications (Word, Excel, PowerPoint) Adult Learning concepts and strategies Learning Management Software Virtual Learning tools and delivery Ability to control and engage adult learners in all aspects of new hire and recurrent training Able to modify teaching style based on learner’s needsConnect With Us!Job Locations US-IL-Bolingbrook | US-AZ-Tempe | US-SC-GreenvilleReqID 2023-13120Job Category Corporate - Operations SupportPay Class Full Time