FBS Trainer - Contact Center

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

The Internal Trainer is responsible for the delivery of established learning solutions to enhance competencies and effectiveness of Service Operations audiences including supervisory and professional level learners. This position will leverage technical expertise to deliver effective training, and will plan and executes training and educational programs, including gathering and preparing all materials. The Internal Trainer will contribute to analyzing, designing, developing, delivering and evaluating learning and performance improvement solutions to close performance gaps. This role will also be responsible for business results generated through learning and performance improvement solutions and tools.

Essential Job Functions

Facilitates Learning Solutions: Deliver instruction and facilitate learning for all learning audiences by employing various learning delivery techniques and/or technologies. Influences positive behavior change in learners that drives business results by creating a positive environment for learning. Responsible for the oversight of trainees for the duration of training sessions. Provides feedback to trainees and their Supervisors. Partnership with Stakeholders. Partners with the business by participating in business activities such as team meetings, huddles, town halls to identify learning opportunities and improve results. Supports the execution of the business strategy through learning solutions. Participates with Service Ops Leadership and University personnel on continuous improvement initiatives. Learning Solution Administration. Takes ownership of the training delivery which includes class set up/tear down and prompt clear communication with support required to ensure consistent and positive learner experience. Understands and utilizes LMS in order to deliver on a seamless learning experience. Works closely with representatives from the business and other appropriate parties to coordinate the training schedule and all guest speakers/support resources. Leads Meetings on class results and employee performance with business leaders (includes reporting on performance metrics, behavior observations, and recommendations) Cross Functional Collaboration Serves as a subject matter expert to support the creation and maintain relevancy of curriculum. Contributes on project teams in designing learning to share knowledge and provide creative ideas. Collaborates on program enhancements and leads projects for improved learning solutions. Conducts evaluations to analyze training activities, outcomes and make recommendations for improvement. Performs other duties as assigned.

Requirements

High school diploma or equivalent required. Bachelor’s degree preferred in business, education, or related field.

2+ years experience of Learning & Development (L and D)/training, or equivalent technical expertise related to Learning and Development.

Experience in training facilitation

1+ year of contact center experience

Bilingual proficiency in English and Spanish required

Experience in insurance or related field preferred

Benefits

Competitive compensation and benefits package:

1. Competitive salary and annual performance-based bonus

2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.

3. Dynamic and inclusive work culture within a globally renowned group

4. Private Health Insurance

5. Training & Development

Note: Benefits differ based on employee level.