Job Description
Job DescriptionJob Title: Care Center Training Specialist
Location: Philadelphia, PA (Hybrid)
Address: 2301 Market St, Philadelphia, PA 19103
Pay Range: $34 - $40 per hour
Schedule: Business hours are 7:00 AM - 7:00 PM. An 8-hour shift is required; specific time slots may vary based on business needs.
Work Arrangement: Hybrid - Work from home on Mondays and Fridays; in-office presence required on other days. During on-the-job training (OJT), in-office presence may be required up to five days per week.
Position Overview
The Care Center Training Specialist will join the Quality team, supporting 3-4 Customer Care agent teams. This role focuses on analyzing call evaluations and rejected work to identify performance trends and training needs. Responsibilities include preparing performance summaries for Team Leaders, delivering targeted refresher training, assisting with new process rollouts, and supporting new hires during their transition from classroom training to live customer interactions.
Key Responsibilities
- Analyze call evaluations and rejected work to identify performance trends.
- Prepare performance summaries and collaborate with Team Leaders.
- Deliver targeted refresher training and assist with new process rollouts.
- Support new hires during on-the-job training.
- Facilitate meetings and group discussions.
- Maintain confidentiality and apply solid knowledge of methods and procedures.
Must-Have Skills
- Strong oral and written communication skills.
- Effective at mentoring and skill development.
- Skilled in delivering formal presentations.
Top 3 Skills
- Strong oral and written communication skills.
- Effective at mentoring and skill development.
- Skilled in delivering formal presentations.
Qualifications
- Education: Bachelor's degree in Business OR three years of experience in Call Center, Customer Service, or Quality Assurance.
- Experience: 1-5 years in a related role.
- Technical Skills:
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Knowledge of Customer Care & Billing CRM (CC&B) is a plus but not required.
Additional Competencies
- Excellent organizational and interpersonal skills.
- Ability to communicate technical information clearly.
- Proficiency in statistical analysis and mathematical calculations.
- Commitment to maintaining confidentiality.
Apply today to join a dynamic team and make an impact on training and development!
Pay Details: $34.00 to $40.00 per hour
Search managed by: Nicole Russ
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.