Call Center Trainer



As a member of the Benefit Service Center team, the Trainer is responsible for the short and long-term training initiatives and objectives as it aligns with the Benefit Service Center staff. This involves planning, designing, and facilitating the training curriculum as well as managing the on-going development and evaluations of the Benefit Service Center team members. This individual will develop project-specific and Standard Operating Procedure (SOP) training for new and existing Benefit Service Center employees. The Trainer must demonstrate excellent leadership skills by coaching, developing, and providing constructive feedback to participants within the training program. Additionally, this role will work in conjunction with the Benefit Service Center management team, including the Quality Assurance Specialist team, to ensure consistency across all Benefit Service Center processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:

  • Develop and conduct initial training of new Employee Advocates (EAs), including good phone practices, general customer service skills, listening skills, de-escalation skills, and Benefit Service Center policies and procedures;
  • Develop and conduct continuing education courses for existing EA's to prepare them for cross departmental roles and special projects;
  • Utilize trend data from the Quality Assurance reports to create one-on-one or group trainings to resolve competency discrepancies;
  • Evaluate client-specific procedure materials to establish training requirements, goals, and completion milestones for client implementations and open enrollment periods;
  • Utilize client procedures, Knowledge System materials and internal client team data to develop and implement procedural documentation, call scripts, and training programs;
  • Collaborate across departments to understand complexities within client benefit plan designs, requirements and process to ensure accuracy amongst Benefit Service Center staff;
  • Coordinate and facilitate on-site training with members of various departments and client staff;
  • Facilitate role-plays, assessments, certifications, and remediation sessions for Benefit Service Center staff;
  • Create the EA skill set assignments in the phone systems;
  • Participate with Benefit Service Center management along with Human Resources in the selection process of staffing evaluations;
  • Collaborate with Benefit Service Center management staff to develop and facilitate team building activities for Benefit Service Center staff;
  • Assist in developing cross-departmental training and procedural materials and SOPs as needed;
  • Perform other duties as assigned.

  • Bachelor's Degree in Communications, Business Administration, Education or a related field is preferred and/or equivalent work experience is required;
  • Minimum of 4 years of proven instructional design, training or teaching experience required;
  • Minimum of 1 year of formal customer service or Benefit Service Center training experience (healthcare or pharmaceutical experience is strongly preferred);
  • Experience utilizing training support tools (LMS, WebEx, etc) is required;
  • Proficiency in the Microsoft Office Suite, including Word, Excel and Outlook is required;
  • Related exposure to employee benefit plans is preferred;
  • Experience within a third party administration, benefits brokerage, health and welfare consulting, health care, or insurance related industry is highly preferred.

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