Contact Center Corporate Trainer

JOB DESCRIPTION

Combined Insurance, a Chubb Company, is seeking a Contact Center Corporate Trainer to join our fast-paced, high energy, and growing company.

For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most.

Come build your career here, along with other positive, hard-working, talented professionals-just like you!

The Contact Center Corporate Trainer is responsible for preparing and facilitating training sessions for Combined Insurance's Operations staff in both classroom and live virtual settings.

Facilitation includes customer service training, technical demonstrations, product line explanations, and business process training.

Audience includes both new employees to the company as well as existing staff.

A successful trainer continuously maximizes their student's effectiveness by utilizing a variety of best practices, techniques, and educational concepts.

Maintaining a high energy level and positive morale is essential.

A successful trainer also exhibits a healthy "curiosity" when it comes to both the subject matter being delivered and experimenting with new training delivery approaches involving the latest technology.

Major duties:


* Prepares and facilitates face-to-face and live virtual training for new hires and existing U.S.

Contact Center staff.


* Ensures training builds skills in systems, customer service, work processes, and product lines to prepare employees.


* Delivers multi-week new-hire programs, and ongoing refresher training, supporting complex student questions requiring deep SME experience.


* Identifies gaps in new hire training content and delivery, seeking ongoing feedback from stakeholders and peers.


* Assesses new hires' readiness to handle customer service calls and addresses knowledge or skill gaps.


* Collaborates with L&D staff to evaluate and update training content for new hires.


* Acts as a Contact Center SME in program and curriculum development, particularly for new hire programs.

Develops content as needed.


* Assists in creating resources for frontline staff and new hires, such as standard operating procedures and job aids, ensuring they are updated.


* Communicates with management about trends and training recommendations for best practices.


* Develops and administers assessment tools to monitor participant progress and tracks results for leadership, monitoring performance trends to identify skill gaps and ensure training objectives are met.


* Maintains communication with leadership, providing input on training procedures and performing basic administrative tasks like managing attendance and training records.

Skills/Experience (Preferred):


* 3-5 years of corporate trainer experience.


* Experience with a variety of contact center processes and technologies.


* Demonstrated ability to deliver both customer servic...