Virtual Training Lead - Contact Center Operations

ATI Physical Therapy; United States; A distancia; USD 57.000 - 63.000; Jornada completa

Descripción de la vacante

ATI Physical Therapy's Access Management Team seeks a Trainer to lead new hire onboarding for the Patient Access Contact Center. You will deliver training across phone, chat, and text, guide learners from classroom to nesting, and partner with Quality Assurance and Operations to ensure readiness before production.

This hands-on role requires 2+ years in contact center training, experience with virtual classrooms, and comfort reading performance data.

Formación

• 2+ years in a contact center with training/coaching experience.
• Proven ability to deliver engaging trainings to adult learners in person and virtually.
• Ability to read quality scorecards and translate insights into training actions.
• Proficiency with Word, Excel, PowerPoint, and Teams.
• Experience with LMS (Absorb) and authoring tools such as Articulate 360, Rise or Camtasia.

Responsabilidades

• Facilitate and manage new hire onboarding classes for Access Management employees in a virtual environment, serving as the primary instructor for new hire training programs, delivering content, guiding discussions, facilitating activities, and ensuring learner engagement.
• Monitor learner progress, coaching, attendance, assessments, and readiness, providing feedback and support as needed. Maintain training records, attendance documentation, learner evaluations, and other training-related reporting requirements.
• Curriculum maintenance, updates, job aids, learning resources, and onboarding improvements based on business needs and learner feedback.
• Partner with Training, Quality, and Operations leaders to support employee readiness and successful transition into production roles.
• Continuing education, retraining, upskilling, and special training initiatives.
• Training administration, records, reporting, attendance tracking, and evaluations.
• Knowledge management, training repositories, and documentation libraries.
• Cross-functional projects, process improvement initiatives, and organizational support.

Conocimientos

Facilitation and training delivery

Adult learning

Virtual classroom management

Curriculum development

Quality data analysis

Educación

Bachelor's degree in Education, Training & Development, Communications, Business, Healthcare Administration, or related field

High school diploma or equivalent

Herramientas

Microsoft Word

Microsoft Excel

PowerPoint

Teams

Absorb LMS

Articulate 360

Rise

Camtasia

Descripción del empleo

ATI Physical Therapy's Access Management Team seeks a Trainer to lead new hire onboarding for the Patient Access Contact Center. You will deliver training across phone, chat, and text, guide learners from classroom to nesting, and partner with Quality Assurance and Operations to ensure readiness before production.

This hands-on role requires 2+ years in contact center training, experience with virtual classrooms, and comfort reading performance data.