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Call Center Training Coordinator - Norwood, Ohio

City:  Norwood
State:  OH
Job Requisition Number:  210642

Attention current TriHealth employees:

Please apply for this position by submitting an online internal application via SuccessFactors. Please be certain to update your SuccessFactors Employee Profile prior to applying to this position.


TriHealth is actively recruiting for a Call Center Training Coordinator for our call center in Norwood, Ohio. The hours for this position are 7:30 AM - 5:00 PM, Monday - Friday with potential Saturdays on occation.


As a Training Coordinator, you will work with new and existing call center agents to ensure agents have the knowledge and ability to competently execute various inbound and outbound requests for physician/clinic appointments. You will participate in the development of program specific content relevant to the types of inbound and outbound programs as directed by management.


In this role, you will deliver instructional presentations in a classroom environment to ensure agent comprehension for specific training curriculums.


You will also:

  • Lead new agent hire classes and remedial classroom style training in, departmental operating procedures, program specific scripts, talking points, FAQs, basic agent level telephony, etc.
  • Deliver agent level customer service, AIDET, and telephone etiquette training to all new agents and on a remedial basis as prescribed by management to existing employees
  • Demonstrate a strong professional presence during new project kick-offs and start-ups
  • Provide an organized environment bringing together the required teams for collaboration on any new agent, remedial, or ad hoc training improvements such as, medical terminology, emergency call scenarios, VIP call protocols, etc.
  • Develop tools such as, agent testing, to determine comprehension of training curriculum


To be qualified for this position, you must meet these minimum requirements:

    • Bachelor's Degree in a related field
    • 2-3 years of experience in Training and development
    • 2-3 years of experience in Customer Service or Call Center
    • Intermediate knowledge of instructional needs assessment, design, and evaluation and demonstrated understanding of learning, instructing, and instructional planning



Job Title:  Call Center Training Coordinator - Norwood, Ohio

Department Name:  TPP CCC SCHEDULING

Location:  Norwood

Hourly/Salaried:  Hourly

Employment Status: Full Time Position

Bi-Weekly Hours:80

Shift: Day/Evening Shift

Weekend Commitment:  Yes

Holiday Commitment:  No

On-Call Commitment:  No