At a Glance
- Tasks: Train and develop call center agents to deliver exceptional patient experiences.
- Company: Join AudioNova, a leader in hearing care solutions with a mission to connect patients.
- Benefits: Enjoy competitive salary, health benefits, 401(k) match, and paid time off.
- Other info: Remote work opportunity with a focus on continuous improvement and career growth.
- Why this job: Make a real impact by enhancing the skills of teams that change lives.
- Qualifications: Experience in call center training and strong communication skills required.
The predicted salary is between 72000 - 90000 $ per year.
At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.
Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change.
We are seeking a passionate and results-driven Contact CareCenter Trainer to develop, coach, and elevate the performance of our contact center teams across the United States, Canada, and BPO partners.
Position Summary
The Contact CareCenter 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.
Key Responsibilities
- 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.
- 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.
- Partner with QA to identify call trends and improvement opportunities.
- Utilize call recordings, evaluations, transcripts, and patient feedback to enhance training programs.
- Monitor training effectiveness and recommend process improvements.
- Partner with Operations, QA, Workforce Management, Marketing, IT, and BPO partners.
Required 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.
- 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)
Success in this role may be measured by:
- 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)
- Employee Engagement Scores
Eligible for annual performance-based incentive opportunities tied to individual and organizational performance.
Benefits
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Paid Time Off (PTO)
- Paid Holidays
- Employee Assistance Program
Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
Customer Care Center Trainer – Remote employer: Sonova Group
At Sonova, we pride ourselves on being an exceptional employer that fosters a collaborative culture and prioritizes employee growth. Our commitment to diversity and inclusion, coupled with a rich benefits plan and flexible hybrid work options, ensures that our team members can thrive both personally and professionally while making a meaningful impact in the field of hearing health.
