We at Coforge have an urgent need for Call Center Supervisor/ Trainer with Insurance experience which will be onsite opportunity. If interested, please feel free to reach me at #646-383-9828 extn 11391.
JOB SUMMARY
The Trainer position is responsible for supporting, coaching, developing, and supervising a group of employees in the Customer Service Center of Excellence. The ideal candidate will demonstrate leadership through the application of fair and consistent policies and will use a variety of coaching styles and techniques. The ideal candidate has a proven track record of success in contact center performance and enjoys coaching and developing employees to help them be their best. The ideal candidate enjoys friendly competition and brings positive energy daily to the workplace. This position will have 15 - 20 direct reports. The Team Lead will be responsible for effectively producing and analyzing reports for a variety of purposes. A successful candidate will possess flexibility to adapt to change while bringing forward positive suggestions for improvements.
ESSENTIAL FUNCTIONS
Facilitate training virtual or face to face sessions for new hires and tenured employees
Document and publish training performance reports in a timely manner
Drive training completion on compliance and developmental courses
Conduct training needs analysis on knowledge, skill, and behavior gaps in training classes
Evaluate the performance of agents using tools available such as assessments, playbook observations, and provide recommendations under the guidance of the Training Supervisor or Training Manager
Calibrate with client stakeholders and the quality team to ensure process updates and alignment
Design, develop, and implement training content and e-learning including handouts, checklists, manuals, tests/quizzes, presentations, scripts, video, audio, role plays, etc.
Design and develop learning outcomes assessment activities, including assessment questions, scenarios, and simulations.
Maintain content in a library of reusable assets such as pictures, video, and templates.
Complete and pass Coforge Trainer Certification and any program certification required by the client
Qualifications and Education Requirements
University/College graduate or equivalent relevant work experience
At least B2 in CEF Language proficiency in both English
Insurance background a plus
Preferred Skills & Behaviors
Strong understanding of adult learning theories
Working knowledge of Excel, high level of proficiency in MS Word and Powerpoint
Proficient in virtual platforms MS Teams, Webex, Zoom, etc
Self-starter, high level of flexibility, and can do attitude
Ability to collaborate and build strong inter-functional relationships
Strong training writing and training content development skills, with focused attention to details with the ability to analyse, organise, and effectively communicate complex
Solid time management and project management skills
Experience
At least two years of experience in a training or learning delivery environment
Experience in simultaneously training in-center and virtual teams
Experience working through learning platforms and content writing tools an advantage