Contact Center Trainer

Homesite Insurance   •  

Phoenix, AZ

Industry: Accounting, Finance & Insurance

  •  

5 - 7 years

Posted 41 days ago

PendingHomesite is seeking anexperienced professional to serve as a Trainer and will have primary responsibility for coordination, preparation and delivery of technical and professional development training to new hires and existing employees, post training coaching and providing feedback to Team Leads on new hire andemployee performance in training. This person will work in collaboration with Homesite Claims, Sales and Customer Service groups, Corporate Learning and Development and Quality Assurance to support the continuous improvement of Homesite operations and consistent superior service to customers.

Duties and Responsibilities:

  • Developing and delivering professional development and technical training to new hires, existing employees and transfers in classroom and virtual environments
  • Defining metrics to measure effectiveness of training and recommending improvements
  • Identifying skill set gaps and adjusting training content and/or delivery methods as needed
  • Facilitating and coordinating coachingworkshops, employee focus groups, report development and analysis, outside vendor training, process improvement efforts
  • Participating in interviewing and hiring process
  • Collaborating with management on identifying and addressing all training needs.

Role competencies and expectations:

  • Manage and facilitate content for assigned technical training programs and development efforts including professional and managerial skills, job-specific, and system-related training
  • Coach trainees to performance improvement and consistent, positive behaviors
  • Organize collaboration with other trainers and line-of-business peers at otherlocations in order to ensure consistency of process and service
  • Understand and apply accountability
  • Demonstrate how to motivate and inspire employees
  • Demonstrate focus on accuracy, compliance and results
  • Participation in attrition discussions and plans
  • Demonstrates sound judgment and decision making
  • Models behaviors of energy, attitude and passion
  • Be a leader in excellent standing
  • Demonstrate continual growth and development in leadership core competencies
  • Effective with minimal supervision while leading special projects

Requirements:

  • 4+ years degree or comparable work experience relevant to property and casualty insurance
  • 5+ years experience as a manager or supervisor with a proven history of successfully leading and coaching teams to improved skills and performance
  • A proficient knowledge of homeowners insurance policies and claims.  Prior experience in property and theft desk claim handling, strong investigation and documentation skills including recognition of SIU and Subrogation, and/or field, liability, estimating, management and training is a plus
  • An understanding of adult learning principles and teaching techniques
  • Online and classroom teaching experience in a call center environment
  • Instructional design project development, implementation and evaluation
  • Strong presentation and analytical skills with a passion for improving employee performance
  • Knowledge/experience with Microsoft Office Suite and knowledge management/sharing systems as well as sales, customer service and/or claim operating platforms 
  • Ability to work independently and collaboratively within a team environment
  • Good organizational skills needed to manage multiple priorities at once
  • Strong interpersonal verbal and written communication skills
  • Honest and ethical with high standards of integrity and confidentiality
  • Ability to travel 25% of time.

R9872