Job Title: Call Center Supervisor/ Trainer
Job Location: Augusta, GA
Job Type: FTE/ Hourly
Duration: Long Time
Job description
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
