Sykes Trainer in Fort Smith, Arkansas
TrainerinFort Smith, ARatSYKES JOBS
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Fort Smith, AR
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Job DescriptionTrainer-Property and Casualty Insurance Preferred- Fort Smith, ARThis position is responsible for preparing and delivering training to licensed customer services agents (new and existing) on how to provide Property & Causality Insurance service and support. This position requires the ability to deliver training using diverse learning methodologies including classroom instruction in a learner-led environment, active classroom techniques, small and larger group activities and self-directed learning. Requires one-on-one mentoring and coaching of insurance licensed customer service agents. Monthly phone time handling customer contacts, is required to maintain proficiency. This position may also include training other trainers on proper facilitation skills.ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adheres to SYKES policies on ethics and integrity.
Deliver and facilitate classroom instruction ensuring new and existing employees can perform required job duties including Personal and Casualty Insurance support for a large insurance organization.
Develops, organizes and delivers training curriculum to new hire classes and existing sales representatives, with a focus and accountability for agent nesting performance.
Becomes a subject matter expert and may assist with development of training materials, including course content, videos, and quizzes.
Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.
Ability to flip instructor-led training into learner-led facilitation engaging all employees for a minimum of 80% of their learning.
Administers effective evaluation and testing techniques to assess trainee performance.
Evaluates the effectiveness and relevance of training materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and report required updates as applicable.
Leads, inspires and provides positive and constructive coaching and feedback to incoming candidates and existing employees.
Ensures all employees that graduate from classroom training can effectively handle customer contacts creating positive customer satisfaction and brand loyalty while meeting contractual compliance and metric requirements.
Schedules, coordinates and facilitates training related meetings with operational leaders, shared services departments and client.
Ensures client training contractual compliance requirements are met.
Mentors and provides customer support, escalation support or coaching during nesting or extended periods of time when not engaged in classroom instruction.
Assures preparation of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools.
Ability to address attendance, adherence and behavioral issues and understand when to escalate to a manager or human resources.
Communicates with management, support agents, and client representatives using professionally written email, letters and memos.
Provides training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.
Handles required number of customer interactions or number of hours handling customer contacts each month to maintain proficiency.
May be responsible for training other trainers on facilitation skills, client training or other training requirements within current program/site or other programs/sites as a facilitation expert.
Must retain personal P&C Insurance State Licenses requirements.
Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or SYKES Learning Services or Compliance Teams.
May perform other additional duties and responsibilities as assigned.
Equal Employment Opportunity & Affirmative Action SYKES observes and supports all applicable laws and regulations concerning equal employment opportunities - regardless of race, color, religion, national origin, disability, gender, age, sexual orientation, or any other protected classification.