Call Center Trainer

Neighborhood Healthcare•Escondido, CA

4d•$27 - $38•Hybrid

About The Position

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision: a community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together. As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance. Since 1969, our employees have been making this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If this sounds like an organization you would like to be a part of, we would love to meet you. The Call Center Trainer designs, implements, and delivers training programs for our Call Center Representatives. The Call Center Trainer will be responsible for onboarding new hires, conducting ongoing training sessions, coaching team members, and ensuring that all representatives meet performance and quality standards. Schedule: M-F, 8:30am-5pm. This is a hybrid position.

Requirements

High school diploma/GED required
Two years’ call center experience required, preferred in a healthcare setting
One year of experience facilitating training, coaching, onboarding, or developing staff in a call center or healthcare environment required
Demonstrated knowledge of call center workflows, patient communication, and EMR systems
Strong understanding of call center operations, KPIs, and customer service principles.
Excellent communication, presentation, and interpersonal skills.
Proficient in MS Office and training software (e.g., LMS, Zoom, etc.).
Ability to assess training needs and evaluate trainee performance effectively.
Strong organizational and time-management skills.
Ability to lift/carry 20lbs/weight
Ability to stand for long periods of time

Nice To Haves

Bachelor’s degree in Education, Human Resources, Communications, or a related field preferred
Experience supporting new hire training, refresher training, or quality improvement initiatives highly preferred
Training or instructional design certification (e.g., CPTM, ATD, Train-the-Trainer, or similar)
Bilingual skills (English/Spanish) or (English/Arabic) highly preferred

Responsibilities

Design and develop comprehensive training programs for new and existing call center agents.
Deliver engaging and interactive training sessions through various formats (classroom, virtual, one-on-one).
Create training materials, manuals, handouts, assessments, and job aids.
Conduct role-playing scenarios and simulations to prepare agents for real-life situations.
Monitor and evaluate training effectiveness using tests, feedback, and performance metrics.
Provide continuous coaching and support to agents post-training.
Identify performance gaps and recommend or implement refresher training.
Stay updated on company products, policies, systems, and procedures.
Collaborate with supervisors and quality assurance teams to align training with company goals.
Maintain accurate training records and report on trainee progress and outcomes.