Contact Center Trainer

This position is accountable for developing and improving the knowledge, skills, and productivity of the new hires while they are in their Training in Progress (TIP) period. Assists the Curriculum Development Analyst with new hires and training as needed. This person will successfully coordinate the transition of new hires by performing the following:

• Acts as the first point of contact for new hires during the TIP period, helps them adjust to their position and understand the company’s policies and procedures.
• Monitors training and productivity metrics so that quality objectives are met for individuals in the TIP period.
• Assists with set up/testing of new hires and training as needed to ensure all hardware and systems are working properly.
• Facilitates classroom training to teach program product knowledge, call handling skills, customer service/sales skills and program process and procedures.
• Clearly explains company procedures and accurately relays company mission to staff members during training. Finds new ways to be more effective in the delivery of the training to the agents including learning new techniques to improve classroom facilitation skills.
• Shadowing new hire phone calls, which includes setting the example by servicing the call while the trainee listens, and vice versa.
• Monitors agent calls and agent performance to identify training gaps. Continue coaching all representatives after the TIP period to improve upon underwriting, sales, procedures, systems knowledge, soft skills etc. as needed. This is done by performing regular call audits to evaluate how the new hires are absorbing the material.
• Responsible for reporting any performance opportunities to the Training Team Lead’s attention and assists with onboarding of new initiatives.
• Coaches trainees on methods to handle calls confidently, successfully process service requests, disposition calls, maintain phone etiquette during calls, gather necessary underwriting information, and improve outcome on sales calls.
• Ensures consistency with the customer-first culture while ensuring all compliance and company policies are being met.
• Maintains confidentiality and security of sensitive data and reports including personnel data and financials.
• This training may occur remotely however is typically done on campus at any of the NSM offices.
• Performs other duties as assigned.

Required Qualifications:

• High school diploma (or equivalent) with two years of underwriting or team supervisory experience
• Insurance license and professional designations preferred or obtain license within 90 days of employment
• Excellent verbal and written communication skills
• 3 years coaching or training experience in an insurance field 

Desired Qualifications:

• Associates degree

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