Customer Retention Trainer
Globe Life Inc.

Job Info

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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. Floor responsibilities will include helping Representatives sign onto their computers, monitoring their calls and checking with them throughout on the job training.

• Make updates to the training curriculum as needed and design changes to continuously improve its content and effectiveness
• Provide 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 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
• 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 in the Customer Retention Call Center.
• May assist with taking/making calls as needed based on departmental call volumes.
• Troubleshoot any computer or phone problems for new hires.

This job has expired.