Responsible for facilitating operations training programs, as well as evaluating and maintaining those programs to ensure they are current and effective. Responsible for multiple training topics such as: Products, Guidelines, polices & procedures, and Systems utilized by operations staff. Home base for this position can be Albany, Syracuse, or Melville.Responsibilities:* Facilitate development and delivery of (claims and service) courses across all areas as business needs dictate.* Develop/provide input into the development of targeted training courses for specific business functionalities.* Training programs may be new hire, upskilling or refreshers and classes can range from large groups to one-on-ones.* In collaboration with contact center management, create and enhance training material to ensure accuracy; and to ensure delivery reflects best practices to support the overall current training requirements as well as changes that need to be incorporated.* Determine training opportunities to increase understanding of material trained.* Obtain and interpret feedback of results to determine if the training was effective, and to identify opportunities to improve materials, coursework, and results.* Perform research to maintain awareness of best practices, and to locate articles, courses,, etc. that provides materials into the development/refinement of coursework.* Maintain mastery level of understanding of all Emblem products, systems, and policies & procedures required for the operations areas.* Develop training activities to assist trainers to strengthen their training tools.* Participate in activities that look at new processes, systems, etc. to support corporate initiatives with an eye towards identifying opportunities to improve processes for the enterprise.* Evaluates training's impact and results in the business units and in training; reports findings and makes a significant contribution to planning and other core processes.Qualifications:* Bachelor's Degree* Additional years of related experience may be used in lieu of Degree* 3 to 5 years' experience in training required* Must have hands-on training experience in a classroom or large audience setting required* Knowledge of adult learning theory required* Excellent verbal and written communication skills required* Excellent presentation and time management skills required* Problem solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization required* Strong knowledge of customer service/contact center day-to-day operations and strong service system knowledge preferred* Strong interpersonal and relationship building skills required* Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required* Strong knowledge of Microsoft Word Suite including PowerPoint for the purpose of producing training materials and presentations required* Knowledge of eLearning programs preferred* Self-motivated, innovative and flexible required* Ability to travel as neededAdditional Information* Requisition ID: 190XCEEOC StatementWe are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.Sponsorship StatementDepending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.