Program Expert, Retention

Great HealthWorks · Miami, FL

Company

Great HealthWorks

Location

Miami, FL

Type

Full Time

Job Description

How You Will Make an Impact

Program Expert will partner with Program leaders and Learning & Development to establish short- and long-term plans to train phone agents on how to meet expectations, including new contractor training, manuals, guides, and other training
Lead mock calls, nesting activities, working with key stake holders on requirements, techniques, and expectations of nesting
Program Expert will guide cross-functional teams when changes are made to business, system, and procedures; Work closely with marketing teams, IT teams, Compliance, Learning & Development teams and provide guidance that will provide insights on how changes will impact program and the necessary training to support the changes
Program Expert will ensure third party virtual chat support agents meet contract commitments
Maintain expertise in the program requirements, including expertise in the goals and objectives, procedures, and related company policies of the program
Program Expert will continuously track, analyze, and present performance results, trends, successes, and opportunities for recommendations to improve measurement
Participate and be key contributor of regular call calibration meetings with QA to stay current with call trends
Plan and facilitate informational and motivational activities such as team meetings or daily huddles to promote a forward moving and unified group

What We Offer

Amazing opportunities for career progression
Dynamic, fun, entrepreneurial and diverse culture
Medical (PPO or HSA) & Prescription Drug, Dental (DHMO or DPPO), Vision and Telemedicine
Health and wellness are a top priority - committed to self-care
401(k) (100% match (dollar-for-dollar) up to 6% of salary deferrals)
2 Company-Wide Breaks, Summer & Winter
Generous Paid Time Off and Paid Holidays
Sick Time
Employer Paid Life Insurance
Health Savings Account (company contributes $40 bi-weekly)
Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, and Critical Illness
Employee Assistance Program
Business casual atmosphere - jeans and sneakers are okay by us

What You Bring to the Table

Minimum of three years training and/or coaching experience in a call center environment
Sales, Retention and/or Customer Services call center experience required
High proficiency in Learning Management Systems & Data Analysis is required
Project Management experience a plus
Bachelor's Degree in training, Instructional Design and/ or Education or equivalent experience a plus
Ability to work in a fast-paced environment and maintain focus on key priorities despite conflicting demands
Operate in a professional office environment
Constantly use work related equipment

EOE, DFWP

#LI-Hybrid

Explore More

Program Expert will partner with Program leaders and Learning & Development Jobs Establish short- and long-term plans to train phone agents Jobs Guide cross-functional teams when changes are made to business Jobs system Jobs and procedures Jobs More Jobs at Great HealthWorks Jobs in Miami, FL

Date Posted

02/23/2023

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