ConnectiveRx
  • Operations - Operations - Contact Center General
  • Whippany, NJ, USA
  • Salary
  • Full Time

ConnectiveRx was formed in late 2015 by bringing together PSKW, pioneers in affordability solutions, and PDR, innovators in advanced adherence communications products. We continue to be the home of the PDR, trusted by healthcare professionals to deliver credible drug information for over 70 years. ConnectiveRx brings industry leadership from pharma services, e-prescribing network services, retail pharmacy and commercial payers to deliver affordability and adherence solutions excellence. We work with over 150 pharmaceutical manufacturers and serve hundreds of brands at all stages of the product lifecycle.

Job Summary:  Working for the Director of the Customer Contact Center develop, deliver and coordinate training programs for our call center management team and employees.  Working with both internal and external stakeholders, develop the overall training strategy for new hire and refresher training curricula and delivery methods for multiple client programs and topics including program delivery and contact center support processes, supervisory skills and leadership. The training manager also addresses advancements in technology, the latest findings from research and development and changes in the marketplace. The goal is to promote efficiency and competitive advantage by developing the skills of personnel. Helps drive the customer care center success through training and knowledge delivery. Propose new ideas to improve employee engagement as it relates to training, quality and onboarding, and drive continuous improvements throughout the center

Essential Functions: 

  • Develops, delivers, and maintains written materials, job aides, training classes, workshops and maintains a master training schedule that includes all schedules for new hires, nesting, and recurrent and special trainings by collaborating with Call Center and Program Managers to implement, onboarding of new and existing business.
  • Conducts training evaluations and needs assessments to ensure that learners and the business    needs are continuously being met.
  • Deliver soft skills training such as customer service and phone skills, grammar and business writing, interpersonal communication, etc., for Contact Center associates.
  • Liaise with Quality team to monitor trends and make recommendations that drive continuous learning needs and service improvements.
  • Collaborates with Operations, Call Center Leadership & Human Resources to champion and implement professional development and leadership training programs.

Education: 

•             BS/BA Degree in Education, or related field. 

Knowledge, Skills and Experience: (bullet points; state minimum required)

  • Working knowledge of MS Word, Excel and Power Point
  • Understanding of adult learning processes
  • Thorough knowledge of contact center principles, metrics and quality measures
  • Strong interpersonal skills, Excellent communication skills, Excellent public speaking skills, Strong facilitating skills, Proven skills for developing and delivering training and refresher courses, and establishes continuous improvement programs.  Must be able to work in a fast-paced, high-stress environment with a demanding time schedule. Strong project management skills with ability to supervise multiple projects.
  • 6-10 years training development and delivery experience or teaching experience.
  • Training Delivery, Adult Learning Principles, Teamwork, contributes to a positive team spirit. Attendance/Punctuality, is consistently at work and on time; ensures work responsibilities are covered when absent. Decision Making/Problem Solving. Cultural Sensitivity, Conflict Management, Collaboration, Developing Others.

Travel or Physical Requirements: (if applicable)

  • 5%



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ConnectiveRx

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