Do you have a passion for shaping the future of customer experience? Is it important for you to know that the work you do helps people live happy and healthy lives? If so, then Labcorp could be your great next career step!
Labcorp is seeking a Senior Manager of Training for the Clinical Contact Center. In this exciting role, you will be responsible for the learning and development strategies for the Clinical Contact Center employees. This role centers around creating training plans encompassing the entire employee journey, evaluation of employee soft and technical skills with development strategies, and implementation of various training methods to enhance employee performance.
The role supports the leaders of the operational teams of the contact center, using quality outcomes as feedback to improve customer experiences. Collaborate with various teams to ensure employees receive the necessary training to excel in their roles and contribute to the overall success of the department, delivering exceptional service to our customers.
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Key Responsibilities:
- Plan and facilitate training plans that enhance employee skills, improve performance, increase productivity, and foster a culture of continuous learning and development.
- Assess training program effectiveness and modify as necessary, targeting adult learners.
- Manage training budgets, technologies and technical personnel required to develop, manage, and deliver training.
- Stay updated on training trends and ensure training initiatives align with goals and employee development needs.
- Lead change management programs to assist employees with transitions due to technological changes, acquisitions, and process changes.
- Communicate with management, trainers, and team members to ensure that all needs are met, with measurements of success.
- Conduct orientation programs and arrange on-the-job training for new hires.
- Collaborate with quality teams to understand training needs to improve quality concerns.
- Create soft skills training modules to assist with employee development.
- Oversee active training sessions, ensuring Trainers and employees have all tools and resources needed for success.
- Create a curriculum to facilitate strategic training based on departmental goals.
- Drive brand values and philosophy through all training and development activities.
Knowledge, Skills, and Abilities:
- Familiarity with modern and traditional training methods relevant to adult learners (mentoring, coaching, technical job skills, classroom, e-learning, workshops, simulations, soft skills, etc.).
- Proven work experience as a Training Manager.
- History designing and executing successful training programs.
- Excellent leadership and motivational skills.
- Ability to plan, manage time and multitask effectively.
- Strong verbal and written communication skills.
- Critical thinker with innovative problem-solving skills.
- Highly computer literate with proficiency in MS Office and related business and communication tools.
- Strategic and creative mindset.
- Meticulous attention to detail.
Minimum Qualifications:
- Bachelor's degree or relevant work experience.
- 3 year's experience in training and development roles creating and delivering content.
- 3 years leadership with direct people management.
Preferred Qualifications:
- Advanced degree in human resources or related field.
- 5 year's experience in training and development management.
- 3 year's experience with adult learning and instructional design techniques.
- 5 year's leadership with direct people management.
This highly strategic and impactful role requires the right combination of creativity, technical expertise, people skills, and a bias for action!
This role reports to the Senior Director of the Clinical Contact Center-Technology and Support.
- This role is remote/hybrid.
- 5-15% travel to other locations within the lab network and headquarters required.
- Hours are Monday-Friday 8AM-5PM. Additional/alternate days/hours may be occasionally required to support business needs. This role supports staff across all US time zones.
Application Window: 10/4/2024
Pay Range: $91,000 - $150,885
All job offers will be based on a candidate's skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. The position is also eligible for an annual bonus under the Labcorp Bonus Plan. Bonuses are payable based on corporate and/or business segment performance and are subject to individual performance modifiers.
Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only. For more detailed information, please click here.
#LIREMOTE
Labcorp is proud to be an Equal Opportunity Employer:
As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic.
We encourage all to apply
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