[Hiring] Contact Care Center Trainer @Sonova AG

Role Description

The Contact Care Center Trainer is responsible for onboarding new employees, facilitating ongoing agent development, and driving performance improvement through effective training and coaching programs. This role works closely with Operations, Quality Assurance, Workforce Management, Marketing, and Leadership to ensure agents are equipped with the skills, knowledge, and confidence needed to deliver exceptional patient experiences while achieving business objectives.

The ideal candidate is an engaging facilitator, strong communicator, and experienced coach who thrives in a fast-paced call center environment.

Key Responsibilities

• Training & Onboarding
  • Facilitate new hire onboarding programs for call center agents.
  • Deliver instructor-led, virtual, and self-paced training programs.
  • Develop and maintain training materials, job aids, scripts, and learning content.
  • Ensure training consistency across internal teams and BPO partners.
  • Support onboarding: new technologies, systems, and operational processes.
• Coaching & Performance Development
  • Conduct individual and group coaching sessions.
  • Identify performance gaps through QA evaluations, KPI reviews, and leadership feedback.
  • Create targeted development plans for underperforming agents.
  • Facilitate refresher training and continuous learning programs.
  • Support leadership coaching initiatives and skill-building workshops.
• Quality & Continuous Improvement
  • Partner with QA to identify call trends and improvement opportunities.
  • Utilize call recordings, evaluations, transcripts, and patient feedback to enhance training programs.
  • Participate in calibration sessions to ensure quality standards are maintained.
  • Monitor training effectiveness and recommend process improvements.
  • Support compliance and adherence to company policies and procedures.
• Cross-Functional Collaboration
  • Partner with Operations, QA, Workforce Management, Marketing, IT, and BPO partners.
  • Assist with adoption of new systems, CRM enhancements, AI capabilities, IVR, and operational initiatives.
  • Support change management and transformation efforts across the organization.
  • Participate in special projects and business improvement initiatives.

Qualifications

• Associate's or Bachelor's Degree preferred, or equivalent professional experience.
• Minimum 2 years of call center training, coaching, or learning and development experience.
• Minimum 3 years of call center, contact center, or customer service experience.
• Strong presentation, facilitation, and coaching skills.
• Excellent verbal and written communication abilities.
• Experience creating training materials and facilitating employee development programs.
• Proficiency in Microsoft Office Suite, Microsoft Teams, and virtual training platforms.
• Strong organizational, analytical, and problem-solving skills.

Preferred Qualifications

• Bilingual in Spanish or French is a plus.
• Experience in healthcare, hearing care, patient access, scheduling, or medical call center environments.
• Experience working with QA programs and performance improvement initiatives.
• Knowledge of CRM and contact center platforms.
• Experience supporting remote and hybrid teams.
• Experience supporting outsourced or BPO teams.

Key Performance Indicators (KPIs)

• Schedule Rate
• Appointment Show-Up Rate
• Conversion Rate
• Quality Scores
• Training Completion Rates
• Speed to Proficiency
• Employee Retention
• Coaching Completion Rates
• CSAT (Customer Satisfaction)
• NPS (Net Promoter Score)
• First Contact Resolution (FCR)
• Employee Engagement Scores

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Employee Assistance Program
• Career Development Opportunities
• Remote Work Environment