Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community
Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: Travel, PRN, Short-Term Option, etc.). Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics.
Responsibilities
The Senior Manager of Training is responsible for overseeing the development, implementation, and management of comprehensive training programs for all call center staff. This role ensures that training initiatives are aligned with company goals, improve employee performance, and meet regulatory requirements. The ideal candidate will have extensive experience in training and development within a call center environment, strong leadership skills, and a proven ability to drive continuous improvement.
Key Responsibilities
Training Strategy and Development:
Develop and implement a strategic training plan that aligns with the overall goals and objectives of the call center.
Design, develop, and deliver training programs for new hires, ongoing employee development, and leadership training.
Stay current with industry trends and best practices to ensure training programs are innovative and effective.
Program Management:
Oversee the creation and maintenance of training materials, including manuals, guides, e-learning content, and job aids.
Ensure training programs are compliant with regulatory standards and company policies.
Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics.
Team Leadership:
Lead, mentor, and develop a team of training specialists and coordinators.
Foster a positive and collaborative team environment.
Conduct regular performance evaluations and provide ongoing coaching and feedback.
Collaboration and Communication:
Collaborate with department heads and managers to identify training needs and develop tailored training solutions.
Communicate training initiatives, progress, and outcomes to senior leadership.
Act as a liaison between training and other departments to ensure a seamless integration of training initiatives.
Continuous Improvement:
Implement a continuous improvement process for training programs, utilizing feedback and performance data to make necessary adjustments.
Stay informed about changes in regulations, technology, and best practices that may impact training programs.
Encourage a culture of learning and development within the call center.
Manage assigned program(s) to meet business objectives.
Manage program team to achieve goals.
Develop program goals and infrastructure to align with defined business development strategies and partnerships.
Manage program through creating program plans, management tools and reporting capabilities.
Recommend program budget and monitor and adjust plan as resource requirements change.
Communicate and document program quality outcomes and progress metrics.
Serve as liaison between programs, other internal departments and external partners.
Provide orientation, training, coaching, and mentoring to staff.
Complete performance evaluations and handle disciplinary actions.
Requirements
Education:
High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.
3 years of leadership or management experience preferred.
Additional Preferences
Bachelor's degree in Human Resources, Education, Business Administration, or a related field. A Master's degree is preferred.
Minimum of 7-10 years of experience in training and development, with at least 5 years in a call center environment.
Proven experience in designing and delivering training programs.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Proficient in using e-learning platforms and training software.
Ability to analyze data and metrics to assess training effectiveness.
Knowledge of regulatory requirements relevant to the call center industry.
Why Join Our Team
Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.
Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.
Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.
Equal Employment Opportunity Employer
Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.
For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.
As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.
Pay Non-Discrimination Notice
Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.
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This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Human Resources
Industries
Hospitals and Health Care
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