Seasonal Lead Training Coordinator
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Job Description
Trainer delivering customer service training programs for new hires and Champions at Everise's global locations. Engaging participants and maintaining training standards through diverse methods and tools.
Responsibilities:
- Complete and pass Everise New Trainer Onboarding and Client Certification requirements.
- Become a Master Certified Trainer through additional Client Certification.
- Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures.
- Deliver new hire or upskilling in virtual or brick and mortar facility
- Maintain a throughput rate of 85% graduates per training class
- Partner with Everise leadership in curriculum feedback and modification. Assist in developing associated supporting materials.
- Ensure that all Champions are actively engaged in the training process through the planning and implementation of activities and use of camera.
- Prepare lesson plans and course agenda for each training class, per client mandated training.
- Conduct proficiency evaluations and certify Champions for the programs to which they are assigned.
- In conjunction with Operations and Quality, work together in the continued development of Champions to reach optimal performance.
- Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams.
- Adherence and accountability of training standard operating procedures, processes and trainer scorecard.
- While not actively training a class, the Trainer Level 2 will take phone calls, per an Operations schedule (8 hours per day), with passing Quality Evaluations scores (passing = line of business KPI target) to retain certification as a Trainer.
- While not actively training a class, the Trainer Level 3 could move into a Supervisor role with Operations if hired into a Hybrid role. This change in job role could lead to a schedule change in Operations.
Requirements:
- A minimum of one year experience Training with Everise or other BPO or one year experience as a Supervisor with Everise or other BPO
- High School diploma or equivalent. College degree preferred.
- Client Master Certified
- Insurance License required on all Licensed lines of business
- Ability to build rapport in an online virtual environment
- Excellent oral and written communication skills at all levels of the organization.
- Demonstrated presentation and facilitation skills.
- Proficiency in Microsoft Office applications including PowerPoint and Word.
- Ability to work any shift x 7 days a week
- Ability to understand Standard Operating Procedures and when to ask for guidance
- Ability to adapt and implement changes on the fly
- Outgoing personality
Benefits:
- 13 centers around the world
- robust work at home program
- investment in culture
- diversity celebration
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