Training Facilitator

HealthEdge

Call center trainer at HealthEdge conducting training sessions and developing educational materials for agents. Supporting employee performance through coaching and monitoring quality standards in remote US environment.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $69,000 - $79,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing educational materials and training programs for call center operations, with a strong focus on improving employee performance and customer service practices. Proficient in utilizing learning management systems and measuring training effectiveness.

Highest-signal resume keywords

Call Center TrainingLearning Management SystemsCustomer Service Best PracticesTeaching AbilitiesBusiness Leadership Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Educational Material DevelopmentTraining Session PreparationProcedure and Policy DevelopmentPerformance MeasurementCall Monitoring

Soft Skills

Communication SkillsMentoring SkillsLeadership AbilitiesAdaptability in Fast-Paced Environments

Certifications & Qualifications

Business Leadership CertificationELearning Software CertificationAdult Education and Training Certification

Industry Keywords

Call Center OperationsOn-the-Job CoachingEmployee Performance ImprovementTraining Effectiveness Measurement

About the role

Key responsibilities & impact

Developing call centers' education materials, including written and digital presentations, how-to manuals, and instructional videos.
Preparing procedures and policies regarding call handling techniques and appropriate agent conduct.
Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
Training experienced employees on new or updated call center procedures and scripts to improve their performance.
Observing the daily operations of call center employees and identifying any areas of improvement.
Monitoring recorded calls to identify training opportunities and upskilling requirements.
Liaising with team leaders and managers to conduct on-the-job coaching.
Measuring the effectiveness of training sessions and preparing individual or team progress reports.

Requirements

What you’ll need

A bachelor's degree and additional certification in business leadership, eLearning software, or adult education and training is preferred.
At least 4 year's experience working as a call center trainer or team leader.
Familiarity with learning management systems.
Excellent knowledge of customer service best practices.
Strong teaching abilities, communication and mentoring skills.
Ability to provide leadership to personnel in a fast-paced and stressful work environment.
Ability to work remotely and independently.

Benefits

Comp & perks

HealthEdge is committed to workforce diversity and encourages qualified persons to seek employment
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions