Contact Center Trainer Instructor - Job ID #6045

Working at Express Scripts says something about your commitment to quality, your integrity, and desire to excel in your career. Since 1986, many outstanding people have contributed to our success as a Pharmacy Benefits Management leader and Fortune 500 company with over $15 billion in sales. Contact Center Trainer Instructor - Job ID #6045 ABOUT EXPRESS SCRIPTS Working Here Says Something About You.  Working at Express Scripts says something about your commitment to quality, your integrity, and desire to excel in your career. Since 1986, many outstanding people have contributed to our success as a Pharmacy Benefits Management leader and Fortune 200 company with over $15 billion in sales. Today, we're looking for more talented people to be an important part of our future and thrive in our progressive and friendly environment that recognizes and rewards achievement.  Express Scripts makes the use of prescription drugs safer and more affordable for more than 50 million people across the United States and Canada. Thousands of managed-care organizations, large employers, insurance carriers, third-party administrators, labor unions, and municipal and state governments rely on the company for innovative solutions to manage pharmacy-benefit costs and enhance their members' quality of care The company is headquartered in St. Louis, MO, and maintains major administrative facilities in Bloomington, MN, East Hanover, N.J., and Tempe, AZ. ABOUT THE DEPARTMENT The Client & Patient Services organization is responsible for ensuring high-quality service delivery to Express Scripts' members and clients in a cost-efficient manner. Patient Services provides mail pharmacy services, addresses members' inquiries and provides value-added consultation. In addition this organization includes Client Services, which encompasses client and benefit administration, quality control, implementation, client support center (CSC), participant materials, clinical operations and eligibility. In addition, Client & Patient Services includes centralized functions to drive continuous process improvement, pharmacy compliance and forward-looking planning. This organization also includes Medical Affairs, Clinical Services, and Express Scripts' Pharma Business Services subsidiary. RESPONSIBILITIES Develop, prepare, provide and present classroom training programs for site operation employees. Work with management to assess training needs. Conduct coaching and feedback to trainees to ensure standards are met. Ensures training objectives and goals related to business objectives are met. Responsible for providing and presenting new hire, recurrent, tactical, customer service and client specific classroom training programs. Provide coaching and feedback to trainees and assess their performance while in the training program. May provide one on one coaching or technical training per managers requests. Work with site management to assess training needs. Work with management and instructional design team to design, develop and maintain training programs and materials. Consult with program participants, management and operational departments to evaluate impact of training programs. May provide backup assistance to operational departments to resolve customer questions and issues during high work volume. Special projects as assigned. QUALIFICATIONS Bachelor's Degree in related field preferred or equivalent work experience. 3 years training experience preferably within a call center. Knowledge of ESI products and services very helpful. Excellent presentation and communication skills. Excellent internal and external customer service skills. Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision. General PC knowledge including Microsoft Office, Internet, and email. Knowledge of ESI's systems helpful. Advanced problem solving and organizational skills. EEO STATEMENT Express Scripts is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status or membership in any other legally protected class.  None of the questions in our application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based up non-job related information or protected characteristics