Call Center Trainer Tracking Code 12419 Job Description The Customer Retention Department is responsible for conserving business on behalf of the Company. Youll be a vital part of a dedicated, professional team. Our teams representatives play a key role in ensuring that customers who call in with the intention of cancelling are provided assistance in understanding the importance of keeping their coverage, as well as providing policy maintenance. Were looking for an outgoing, hardworking individual who is a detail-oriented self-starter to help us train our new employees. The Call Center Trainer is responsible for the training and development of all new conservation representatives and will provide continuing education to current representatives. The Call Center Trainer will monitor and report the effectiveness of employee training to ensure that all call center representatives are properly equipped with the knowledge and tools that are necessary for their success. The Call Center Trainer must keep abreast of all new products and changes within the company to keep the representatives up-to-date on all relevant information. Required Skills Primary Duties & Responsibilities Create and maintain all training materials for the Customer Retention Call Center. Provide both classroom and on-the-job training on all products and services associated with the Customer Retention Call Center, including sales techniques, use of computers and software, interpersonal skills, quality & process issues, and product knowledge. Conduct in-depth training for employees in their orientation period as well as continuing education for current employees. Ensure that all new hires complete mandatory surveys and testing. Assign all new hires a workstation and set up user profiles on company PCs Update and maintain call center seating chart ensure coordination of desk-sharing between daytime and nighttime employees Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies. Audit live phone calls to identify training opportunities and conduct group and one-on-one coaching sessions as needed. Participate in user testing of all new application systems before implementation in the Customer Retention Call Center. Assist with supervisor responsibilities as needed, including monthly report cards, performance reviews, and payroll. May assist with taking/making calls as needed based on departmental call volumes. Knowledge, Skills, & Abilities Must be familiar with products of all of the Torchmark Companies. Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence. Ability to speak effectively before groups of employees. Must have the ability to give honest and productive feedback. Able to function independently in a multi-task environment, as well as part of a team. Strong planning and organizational skills. Proven presentation/facilitation skills. Required Experience Education & Work Experience Required High school diploma or equivalent. College degree preferred. 2+ years of previous training/teaching experience required. Job Location McKinney, Texas, United States Position Type Full-Time/Regular