Responsible for managing overall staff training for the Contact Center as well as the Chapter network as it relates to the Personify 360 constituent relationship management system (CRM) for Program Contact Tracking (PCT). This includes developing and updating CRM training curriculum for the Contact Center and Chapters to support a smooth and effective transition to this enterprise-wide system.
Essential Job Functions
- Work with the CRM Core team to create and implement training strategy including live training, computer-based training and webex training. Develop training agenda and calendar for CRM/PCT deployment. - Work independently to manage the training design process for Personify 360 end users, beginning with Contact Center staff for the initial CRM/PCT deployment. - Develop and maintain CRM/PCT training curricula including processes and procedures for Contact Center personnel as well as chapter network personnel. Develop new training curricula as needed throughout CRM development/deployment. - Work with the core team to develop and implement a long-range plan for CRM training throughout the deployment and upgrade intervals. - Coordinate delivery of training prior to CRM/PCT deployment, ensuring that each user has the opportunity for adequate preparation. Coordinate the participation of Power Users and Subject Matter Experts in the training process. - Develop and implement training evaluation and provide ongoing reports to business owners, core team and steering committee. Conduct annual review of CRM training and issue annual CRM training report.
- Masters Degree in Adult Education, Social Work, Psychology, Counseling or equivalent experience required. - Bachelor's degree in liberal arts, organizational behavior, curriculum development or social services/mental health field. - Two - three years experience in educating and training staff. - Two - three years experience in supervisory/contact center leadership position. - Two -three years experience in program evaluation. - Demonstrated independence developing curriculum and delivering staff training - Hands-on experience in educational assessment, curriculum development and working with professional health care audiences. - Experience developing reports from aggregate sources of information. - Experience in a call center environment.