Training Specialist | Bridgewater, NJ

phone etiquette, and regulations, necessary for success in their positions. In addition, this role collaborates with operational managers to identify process gaps and lead the implementation of improvements focusing on improving systems and processes. Will play an active role in the implementation of policies and procedures for the contact center, ensuring compliance to all pertinent company, local, state and federal regulations and requirements.

The Training Specialist will ensure a service oriented and professional working environment where all patient and customer needs are met. Lastly, the Training Specialist will support Sales Training with the Field Sales Force's responsibilities

where necessary. Key Responsibilities: Contact Center Training Works collaboratively with operations managers to develop an integrated learning and development strategy for all team members.

Spearheads the design and development of training for all contact center staff, including new-hire training related to contact center skills and systems, continuing education and refresher trainings. Leads the creation and maintenance of all training materials including presentations, handouts, videos, and other documents used in the training program. Recommends appropriate learning solutions for representatives and managers of the contact center including mentoring, coaching, classroom, e-learning,

workshops, etc. Communicates trainee performance to operational managers.

Stays abreast of new workflows and learns new systems used at the contact center to deliver training that shares expertise, as well as inspire and motivates employees. Process Improvement Reviews and analyzes Brand Direct Health's operational needs; confers with users to evaluate requirements; discusses solutions and collaborates to develop plan of approach. Through regular and ongoing systems use and testing, identifies, documents, and escalates issues related to processes and performance and works towards resolution. Oversee continuous improvement initiatives and implementation of new processes and technologies.

Analyzes and identifies gaps to target metrics and proposes solutions for improvement. Supports development of written documentation of workflows and policies and procedures. Supports with the implementation of the HIPAA Security and Privacy Program. Participate in Management meetings and collaborate with peers to improve quality and processes along with any necessary training. Identify gaps in efficiencies, document, create workflows to close the gaps and ultimately lead the implementation of improved business processes. Serves as project manager on different contact center projects as assigned Recommend SOP changes to improve business efficiency and positive fill/refill results Other responsibilities Supports departmental and business unit operations by performing other duties as assigned, inside or outside scope of responsibility.

Periodically contributes to call representative reviews. Responsible for driving the Brand Direct Health (BDH) culture through values and customer service standards. Accountable for outstanding patient service to all internal and external customers. When needed, perform the function of the call center agents When able, support the Sales Training Team with Field Sales Force education needs Experience & Qualifications: Bachelor's Degree preferred (in lieu of degree: high school diploma and 5 years relatable experience preferably in a contact center setting).

Proven minimum five years of experience in a contact center environment with increased responsibility and focus on Training, QA and/or PI. Knowledge of customer service principles and practices, technology and performance metrics. Strong evaluator of effective teaching methodologies and tools; keep abreast of new techniques in adult learning.

Competent in teaching processes and systems to adults effectively. Strong skills in customer service, continuous quality improvement, relationship development, team building and employee motivation. Excellent work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast paced environment while managing stress effectively. Strong communication, both oral and written; great presentation skills and interpersonal skills. Proficient in Microsoft Office applications: Power Point, Word, Visio and Excel. Experience with Microsoft 365 is a plus. Ability to maintain a positive, engaged attitude with trainees at all times.

Passionate about making a difference. Strong analytical and software skills. WHO WE ARE: Alfasigma USA is the local affiliate of the Italian based medical company, Alfasigma. Alfasigma is a leading Italian medical company focused on prescription drugs, over-the counter (OTC) and nutraceutical products and has a presence in 90 countries. Alfasigma USA's main goals are to improve the health and quality of life of patients by finding solutions to treat specific patient populations, expand our existing portfolio and bring new products into the US market.

We strive to be a strong healthy company in a strong healthy world. Alfasigma USA is headquartered in Bedminster, NJ. with a manufacturing plant in Shreveport, LA. a remote mail order shop call center and an established national salesforce. Alfasigma USA, Inc. offers: Comprehensive Compensation Package: Competitive base salary, depends on experience Annual bonus potential Comprehensive Benefits Package: Medical, Dental, 401K, Paid Time Off, and Tuition Reimbursement (etc. ) are some examples New hires are eligible for medical and dental coverage on date of hire. Alfasigma USA, Inc.

and its subsidiary, Brand Direct Health, L. L. C. (collectively the " Company" ) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, religious creed, religious observance, color, age, interaction, interactionual orientation, gender, gender identity, gender expression, genetic information, national origin, ancestry, marital status, medical condition as defined by state law (cancer and genetic characteristics), disability, military service, military and veteran status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please email Human Resources at xyz X@ if you need assistance completing any forms or to otherwise participate in the application process.