Role Description The Kaiser MSCC Training Supervisor at VXI Global Solutions, LLC. is responsible for leading, developing, and overseeing the training programs for Kaiser Permanente Member Services Contact Center (MSCC) agents. This role ensures agents are highly proficient in Kaiser Permanente's policies, procedures, and systems, delivering exceptional member support and achieving key performance indicators.

• Supervise, coach, and mentor a team of trainers, ensuring consistent delivery of high-quality training and adherence to VXI and Kaiser Permanente standards.
• Monitor and evaluate training effectiveness through observations, assessments, performance metrics, and feedback, making data-driven adjustments to improve outcomes.
• Collaborate with operations management, quality assurance, and Kaiser Permanente representatives to identify training needs, address performance gaps, and implement process improvements.
• Stay current with Kaiser Permanente MSCC updates, policy changes, and system enhancements, integrating relevant information into training programs.
• Develop and maintain a robust knowledge base and training resources for agents.
• Provide regular reports on training progress, agent performance, and departmental effectiveness to VXI leadership.
• Handle escalated training-related issues and provide guidance to trainers and agents.

Qualifications

• Bachelor's degree in Business Administration, Education, Communications, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in a training and development role, preferably within a call center or customer service environment.
• At least 1-2 years of experience in a supervisory or lead role, managing trainers or a training team.
• Proven experience developing and delivering engaging training content and programs.
• Strong understanding of adult learning principles and instructional design methodologies.
• Exceptional communication, presentation, and interpersonal skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and learning management systems (LMS).
• Ability to analyze data, identify trends, and make data-driven decisions.
• Strong organizational skills and ability to manage multiple priorities effectively.
• Prior experience with Kaiser Permanente or other healthcare contact center operations is highly preferred.
• Flexibility to work varying shifts, including evenings and weekends, as required by business needs.

Company Description

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Apply To This Job