Contact Centre Performance Excellence Trainer– Diabetes Care (Mississauga) at Abbott

Mississauga, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical DevicesIndustries

Requirements

Bachelor's Degree
Minimum of 7 years of experience within a Call Centre environment
Minimum of 3 years of experience facilitating in a classroom/virtual training setting
Minimum of 3 years of experience in curriculum design with a focus on Adult Learning principles
Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
Ability to analyze and identify performance barriers and make recommendations to rectify
Familiarity with traditional and modern training methods, tools and techniques
Exceptional verbal, written, presentation and interpersonal skills
Well-developed facilitation skills

Responsibilities

Create and support all training processes and supporting materials
Facilitate and deliver train-the-trainer sessions for all training initiatives impacting contact centres, both internal and for outsourced partners
Deliver an effective training process and supporting materials to create both immediate and long-term measurable results
Train agents to handle difficult or escalated customer issues, ensuring concerns are resolved to retain their business
Coach to performance, attendance and behavioral challenges in the classroom in coordination with manager as required
Act as a change agent to drive change through the organization in a manner that encourages acceptance and promotes company strategies
Provide training on empowerment and negotiation skills to ensure learners actively promote software quality
Maintain training programs including components such as procedures, standards of performance, measurement system, performance evaluation and best practices with a focus on improving the skill sets and knowledge of employees and external partners
Manage and consistently update all knowledge-based systems such as Allego and FAQs
Develop or oversee the production of classroom handouts, instructional materials, aids and manuals pertaining to escalations and retention
Assess training effectiveness to ensure incorporation of taught skills and techniques into employees' work behavior based on corporate retention objectives
Periodically evaluate ongoing programs to ensure that they reflect any changes
Host train-the-trainer sessions for outsourced partners and subject matter experts
Coordinate and deliver both “classroom-style” and “on the phone” training sessions
Solve organization problems

Skills

Key technologies and capabilities for this role

Training DeliveryCurriculum DevelopmentTrain the TrainerPerformance ImprovementCustomer Service TrainingDiabetes CareContact Centre OperationsEscalation Handling

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment position.

Where is this position located?

This position works out of the Mississauga location in the Diabetes Care division.

What are the main responsibilities of this role?

The role involves creating and supporting training processes and materials, facilitating train-the-trainer sessions for contact centres, coaching on performance and behavioral challenges, acting as a change agent, and maintaining knowledge systems like Allego and FAQs.

What is the company culture like at Abbott?

Abbott fosters an environment where every voice is heard and valued, offers flexible work policies for work-life balance, invests in employee development through training and growth opportunities, and is recognized as a great place to work with a focus on diversity.

What skills or experience make a strong candidate for this trainer role?

Strong candidates will have experience in delivering effective training processes, coaching on performance and customer retention, facilitating train-the-trainer sessions, acting as a change agent, and managing knowledge systems.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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