support and training team leader

support and training team leader.

+ aurora , illinois

+ posted august 23, 2024

**job details**

summary

+ $72,000 - $90,000 per year

+ permanent

+ associate degree

+ category office and administrative support occupations

+ referenceAB_4593815

job details

Are you an experienced leader passionate about driving team performance and operational excellence? Do you have a passion for training and creating supporting documents? Are you someone who enjoys traveling for work? If so, we are seeking a dynamic Support and Training Team Leader.

About the Role:

As the QA, Training & Support Team Supervisor, you will supervise a dedicated team and oversee key functions including Quality Assurance, training development, and member services support. You will be the go-to expert for creating and updating training materials, process documents, and departmental guidelines. You will also play a critical role in ensuring that new hires receive comprehensive training and are evaluated for proficiency.

Key Responsibilities:

+ Leadership & Development: Inspire, motivate, and develop your team while upholding our Fund's culture and mission. Provide coaching and guidance to foster high performance and accountability.

+ Performance Management: Hold direct reports accountable for their performance, with the potential for disciplinary action when needed.

+ Operational Excellence: Enhance operational efficiency and quality by analyzing and refining team processes to improve the member experience and maintain consistency in quality and production.

+ Training & Documentation: Develop and maintain training manuals, materials, job aids, and procedures. Oversee a training database for tracking and analyzing program effectiveness.

+ Program Evaluation: Plan, analyze, and assess programs and services considering operational needs and fiscal constraints. Develop and implement effective solutions.

+ Hiring & Promotions: Recommend hires and promotions, and make employment decisions for assigned positions.

+ Travel: Travel up to 50% of the time for onboarding new hires and conducting training.

Essential Qualifications:

+ 5-7 years of relevant experience with 3-5 years in a supervisory role.

+ Ability to travel up to 50%.

+ Expertise in analyzing training needs, creating and delivering programs, and measuring ROI.

+ Experience in a customer service environment, preferably in healthcare or medical insurance.

+ Proficient in administering Learning Management Systems (LMS) and using various training tools and technologies.

+ Bachelor's degree in Business, Healthcare, or a related field, or equivalent experience.

+ Speaking Spanish is preferred, but not required

If you're ready to lead a talented team and drive our mission forward, today!

salary: $72,000 - $90,000 per year

shift: First

work hours: 8 AM - 5 PM

education: Associate

Responsibilities

+ Creates and maintains training manuals, materials, job aids, and procedures.

+ Develops and oversees a training database for tracking, reporting, and analyzing program effectiveness.

+ Travels up to 50% of the time for new hire onboarding, training, and related activities.

+ Manages and reports on the Member Services Quality Assurance program and the Support team's performance on a monthly basis.

+ Leads and facilitates regular quality review and calibration meetings.

+ Provides leadership by inspiring, coaching, and developing team performance while championing the Fund's culture and mission.

+ Holds team members accountable for their performance, with potential for disciplinary action if necessary.

+ Enhances operational efficiency and quality through a thorough analysis of team processes, aiming to improve the member experience and ensure consistent quality and production outcomes.

+ Allocates and cross-trains team members to achieve organizational goals.

+ Exhibits proficiency in technical, industry-standard, and interpersonal skills to effectively support and develop the team.

+ Partners with business units (e.g., C&E, Claims, HRx, HCD) to streamline end-to-end processes across departments.

+ Plans, analyzes, and assesses programs and services, considering operational needs and fiscal constraints.

+ Identifies and analyzes problems, develops alternative solutions, evaluates the impact of proposed actions, and implements recommended solutions.

Skills

+ Training

+ Supervising

+ Travel

+ Curriculum Development

+ Standard Operating Procedure

+ Oral Communication

+ Written Communication

Qualifications

+ Years of experience: 3 years

+ Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).

This posting is open for thirty (30) days.

**get in touch**

we are here to help you with your questions.

AJ

**aaron johnson**

+ +1 312 201 9690 (tel:+1 312 201 9690)

+ aaron.johnson@randstadusa.com