North America Claims Service Center Enablement Trainer - Immediate Solutions Group

The North America Claim Service Centers Enablement Team provide the training, content, processes, practices and tools needed to support multi-site Claims Centers throughout North America Claims.

The goal of the Enablement Team is to provide a consistent learning experience and new hire onboarding to ensure process and technical variance is minimized and to ensure the employees are fully prepared and equipped once training is complete.

The Immediate Solutions Enablement trainer will assist with New Hire training for the Contact Center Team in the NA Claims Service Centers. The Contact Center Enablement Trainer Team will also conduct follow up training for all employees when new processes or procedures are released, to ensure job responsibilities are performed consistently across all Centers and throughout the life cycle of the claim, and will be responsible for conducting Quality Reviews on a monthly basis.

Responsibilities:

• Work with enablement Team Manager to devise technical training programs according to organizational requirements
• Identify staff training and development needs
• Produce training schedules and agendas
• Determine course content according to requirements by function and discipline
• Prepare training material when not already available (presentations, job aids, training guides, etc.)
• Execute training sessions, in-person, virtual, webinar-based, etc., in groups or individually
• Conduct on-site training when needed
• Conduct Quality Reviews and provide feedback on trends, opportunities, areas for improvement
• Keep and report data on completed courses, issues, etc.
• Develops and recommends methods, measures, and standards for monitoring call center agents to improve individual performance
• Evaluate call center agent's technical and soft skill level and provides effective coaching suggestions to Team Leads to develop agent capabilities
• Participates in quality calibration sessions to ensure consistency amongst all site leadership. Identifies opportunities to improve the CSR and Customer Experience
• Participates in training needs assessments and supports the development of refresher training and agent training programs
• Participates in conducting call center business unit audits on all areas of focus, summarizes findings and makes recommendations for improvements
• Analyzes QA data to identify trends at individual, team and contact center levels
• Supports Supervisors in developing agents not meeting performance targets

• 4-year degree is strongly preferred
• 2 years of experience as a trainer/quality facilitator in the financial services industry (banking, insurance, finance, real estate)
• Experience with statistical analysis of call and quality performance (would be epic, not sure how to say that)
• Proficient in specific Contact Center workflows and processes, including strong technical expertise and knowledge of Best Practices
• Collaborative and team-oriented mindset, that nurtures a strong environment of learning and technical excellence
• Communication skills and abilities that fosters open dialogue and encourages an environment of knowledge sharing
• Ability to identify training gaps and develop training plans
• Effective coaching and mentoring skills in learning and improving effectiveness
• Ability to motivate individuals and teams
• Ability to prioritize, organize and effectively manage multiple responsibilities
• Excellent verbal and written communication skills
• Relocation is not provided for this role and it is an in-office position, remote is not a consideration for this role, requiring the successful candidate to report to work regularly in either Phoenix, Arizona, O'Fallon, Missouri, or Chesapeake, Virginia.