Customer Care Center Trainer - Remote U.S/CAN
Sonova AG
Summary
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.
Job description
Position Summary
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.
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.
- 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.
- Bilingual (English/Spanish) preferred.
- Experience supporting outsourced or BPO teams.
Requirements
- 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.
Benefits
- Medical, Dental & Vision
- 401(k) Matching
- Paid Time Off
- Paid Holidays
- Employee Assistance Program
- Career Development
- Remote Work
Company overview
Sonova Holding AG is a globally recognized Swiss medical device company specializing in innovative hearing care solutions. Founded in 1947 and headquartered in Stäfa, Switzerland, Sonova has established itself as one of the world's largest providers in the hearing care sector, holding approximately 24% of the global hearing aid market. The company operates through four core business divisions: Hearing Instruments, Audiological Care, Consumer Hearing, and Cochlear Implants. Sonova's diverse portfolio includes renowned brands such as Phonak, Unitron, Advanced Bionics, AudioNova, and licensed Sennheiser products. With over 17,990 employees worldwide, the company generates annual revenues exceeding CHF 3.6 billion and serves customers in more than 100 countries. Sonova's comprehensive offerings range from digital hearing aids and cochlear implants to wireless communication systems and professional audiological care services. As a component of the Swiss Market Index, Sonova maintains research facilities in Switzerland, Canada, and the United States, with manufacturing plants strategically located across Switzerland, China, and Vietnam. The company's mission centers on enabling people to experience the joy of hearing and live life without limitations through cutting-edge audio technology and comprehensive hearing care solutions.