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Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.

Position Summary

The Training and Development Manager will oversee the design, implementation, and continuous improvement of training programs for call center staff, ensuring they are equipped to deliver exceptional service to health plan members and providers. This role will lead new hire onboarding, ongoing training, quality oversight, knowledge management and performance coaching. The manager will collaborate closely with operations to align quality, training and knowledge management initiatives with business goals, improve staff performance, and drive employee development through effective learning strategies.

Job Description

Key Outcomes:

+ Enhanced Training Effectiveness: Develops and delivers training programs that improve employee knowledge, skills, and performance, resulting in higher service quality and member/provider satisfaction.

+ New Hire Success: Ensures that new hires are onboarded effectively, leading to a smooth transition into their roles and reduced time to full productivity.

+ Consistent Quality Assurance: Maintains and improve quality standards across the team in order to maintain regulatory adherence by regularly evaluating and enhancing training content, knowledge management and quality assurance processes.

+ Continuous Employee Development: Fosters a culture of continuous learning by implementing ongoing coaching, feedback mechanisms, and skill development opportunities for all team members.

+ Knowledge Management Enhancement: Develops and maintain knowledge management system, process and procedures in order to enhance documentation available to agents.

+ Alignment with Business Goals: Ensures training, quality and knowledge management initiatives are aligned with organizational objectives and operational needs, directly supporting the overall performance of the call center.

+ Process Improvement: Identifies and implements process improvements to improve quality, training and knowledge management practices to enhance efficiency, identify potential automation opportunities and/or enhanced technology usage to support expanded programs.

+ Data-Driven Insights: Utilizes performance data and feedback to continuously assess the impact of training programs and make adjustments to maximize effectiveness.

+ Collaborative Leadership: Works closely with operations, leadership, and other stakeholders to identify training needs and ensure a seamless integration of learning initiatives into day-to-day operations.

Education/Experience:

+ Bachelor’s Degree or equivalent experience in a related field (e.g., Business, Communications, Education) preferred.

+ 5+ years of experience in training, coaching, or quality management within a customer service or call center environment.

+ Proven ability to lead, mentor, and develop teams, with experience managing or supervising staff.

+ Strong track record of designing and implementing training programs that drive performance improvements and achieve business objectives.

+ Experience with performance management, quality assurance, and continuous learning strategies.

Certification(s):

+ Relevant Certifications in Learning and Development, Training, or Coaching (e.g., CPLP, SHRM-CP, or similar) are a plus.

Skills/Knowledge/Competencies (Behaviors):

+ Training & Development: Strong ability to design, deliver, and evaluate training programs that improve employee performance and service quality.

+ Coaching & Mentorship: Skilled in providing constructive feedback, one-on-one coaching, and performance management to drive individual and team growth.

+ Quality Assurance: Knowledge of quality standards and processes, with the ability to assess and improve service delivery.

+ Leadership & Team Building: Experience leading, motivating, and developing teams to achieve performance goals and foster a collaborative work environment.

+ Data Analysis: Ability to analyze performance metrics and training effectiveness to continuously refine training and development strategies.

+ Communication: Excellent verbal and written communication skills, with the ability to clearly convey information and engage diverse audiences.

+ Problem Solving & Adaptability: Strong critical thinking skills, with the ability to address challenges and adapt to changing business needs.

We are an equal opportunity/affirmative action employer.

Do you have a question about careers at Martin’s Point Health Care? Contact us at: [email protected]