Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

Technology Support Specialist I

Globe Life

Technology Support Specialist I

Wausau, WI
Full Time
Paid
  • Responsibilities

    The Manager of Training & Quality is responsible for the entire training program, development of all new GCCS Agents, and the continuing education process for existing team members.  The Manager of Training & Quality will be responsible for ensuring the effectiveness of employee training to ensure that all call center agents are properly equipped with the knowledge and tools that are necessary for their success.  The Manager of Training & Quality will also manage and oversee a small group of quality monitors, responsible for ensuring compliance of departmental and company guidelines and providing feedback for training and coaching opportunities, and our two analysts.

    PRIMARY DUTIES & RESPONSIBILITIES

     

    • Create and maintain all training materials for Globe Call Center Sales.
    • Make updates to the training curriculum as needed and design changes to continuously improve its content and effectiveness
    • Conduct in-depth training for employees in their orientation period as well as continuing education for current employees.
    • Provide on-the-job training on all products and services associated with GCCS, including sales techniques, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
    • Mentor, coach, and lead the quality monitor team and analysts
    • Ensure that all new hires complete mandatory surveys and testing.
    • Assign all new hires a workstation and set up user profiles on company PCs
    • Assist supervisors in working with representatives needing extra assistance to meet standards
    • Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.
    • Submit new hire security tickets to ensure access is granted timely
    • Help to motivate and maintain a positive environment amongst all employees
    • 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.
    • Troubleshoot any computer or phone problems for new hires.

     

     

    Required Skills

    KNOWLEDGE, SKILLS, & ABILITIES

    • Must be familiar with products of all of the Globe Life And Accident Companies.
    • Have a strong working knowledge of all types of GCCS programs (i.e., GLAD-s, OMS, UAOnline, eService/Citrix, etc.)
    • Have a positive and energetic outlook while working with new hires.
    • Strong and adaptable communication skills based on the learning method that works best for the new Representative.
    • Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence.
    • Excellent organizational skills
    • Proficient in MS Office and PC skills
    • 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
    • 3+ years of prior training/teaching experience and/or combination of experience and education.
    • Prior experience in an insurance setting or sales is a plus.

     

  • Qualifications

    KNOWLEDGE, SKILLS, & ABILITIES

    • Must be familiar with products of all of the Globe Life And Accident Companies.
    • Have a strong working knowledge of all types of GCCS programs (i.e., GLAD-s, OMS, UAOnline, eService/Citrix, etc.)
    • Have a positive and energetic outlook while working with new hires.
    • Strong and adaptable communication skills based on the learning method that works best for the new Representative.
    • Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence.
    • Excellent organizational skills
    • Proficient in MS Office and PC skills
    • 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.
  • Industry
    Human Resources