Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.

Modifies and presents training programs for representatives/agents. Tracks and analyzes training programs by examining agent performance.

Recommends changes to training programs. Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes.

Participates in identifying program needs, obtaining technical data and scheduling programs.

Maintains training records.

POSITION QUALIFICATIONS

Must Hold a Claims Adjustor License

Solid understanding of training processes and practices for adults.

Organizational and time management skills.

Ability to manage challenging trainees and customers while remaining in control.

Good judgment and the ability to express thoughts clearly and simply.

Ability to work a flexible schedule.

Excellent product knowledge for a specific vertical market.

Excellent listening and oral/written communication skills.

Strong facilitation, problem-solving, research and decision-making skills.

Solid understanding and use of computer basics (Internet, e-mail, MS Office).

WORK EXPERIENCE

At least 2 years of customer service or technical support experience coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment.

Prior experience teaching licensing curriculum and monitoring student success.

EDUCATION

Four-year college degree or equivalent directly related work experience.

Job Type: Full-time

Experience:

• Coaching: 2 years (Preferred)


• Mentoring: 2 years (Required)

License:

• Claims Adjuster (Required)

Work Location:

• One location