Call Center Trainer (Healthcare)

About the role

The Call Center Trainer will design, develop, and deliver training programs for customer service representatives in a fast‑paced healthcare call center. This position supports onboarding, continuous learning, and performance improvement for agents handling dermatology and skin‑cancer patient inquiries.

Key responsibilities

• Create and maintain facilitator guides, participant materials, learning modules, job aids, and knowledge resources.
• Assess learning gaps and adapt training approaches to meet individual and team needs.
• Deliver engaging in‑person and virtual training sessions using platforms such as Microsoft Teams and Zoom.
• Coach agents through scenario‑based exercises and practical application activities.
• Maintain the call‑center knowledge base and ensure all training content is up‑to‑date.
• Collaborate with Operations, Quality, Workforce Management, Clinic Leadership, and Patient Access teams.

Required profile

• Experience designing adult‑learning curricula and applying instructional‑design methodologies.
• Strong understanding of healthcare scheduling, referral, authorization, and dermatology clinic workflows.
• Demonstrated supervisory or leadership experience managing trainers, SMEs, or support staff.
• Excellent presentation and facilitation skills for large virtual classes.

Required skills

• Microsoft Teams
• Zoom