Customer Retention Trainer

Globe Life

. Design and develop training curricula and programs for new hires and existing staff .

Posted 11/11/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and developing training curricula and instructional materials while effectively facilitating training sessions. Proficient in utilizing customer retention tools and technologies to enhance employee performance and support organizational goals.

Highest-signal resume keywords

Training ExperienceCustomer Retention ProgramsMicrosoft Office ProficiencyPresentation SkillsOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Curriculum DesignInstructional Material CreationNeeds AssessmentCall Quality MonitoringDocumentation CreationUser TestingBasic Troubleshooting

Soft Skills

Verbal CommunicationWritten CommunicationAdaptabilityTeam MotivationCollaboration

Tools & Technologies

ESCSecurity ManagerOnBaseMainframeCitrixConservation Screen

Industry Keywords

Training ProgramsEmployee DevelopmentCall Center OperationsCustomer ServicePolicy Changes

Tech Stack

Tools & technologies

Citrix

About the role

Key responsibilities & impact

Design and develop training curricula and programs for new hires and existing staff
Create instructional materials, including videos, documents, guides, and manuals
Conduct needs assessments to identify training gaps and improvement areas
Facilitate group and individual training using role-playing, simulations, and other instructional techniques
Monitor call quality and provide real-time feedback to new hire representatives
Collaborate with department supervisors to identify training needs and support representatives needing additional assistance
Meet with managers and supervisors regarding changes in policies, procedures, regulations, initiatives, and technologies
Assist with questions and coverage gaps based on supervisor availability and support volume
Participate in user testing of new application systems before call center implementation
Assist with inbound and outbound calls as needed
Motivate employees and maintain a positive team environment
Troubleshoot basic computer and phone issues for new hires
Execute ad hoc projects and additional responsibilities directed by leadership

Requirements

What you’ll need

Prior training experience in a previous or current role
Comprehensive understanding of customer retention programs and tools, including ESC, Security Manager, OnBase, Mainframe, Citrix, and Conservation Screen
Familiarity with Globe Life Companies' product portfolios
Proficiency in Microsoft Office and general PC skills
Proven presentation and facilitation skills
Strong verbal and written communication skills
Ability to create clear, concise documentation and deliver honest, constructive feedback
Adaptable communication style for diverse employee learning preferences
Strong planning and organizational skills with a track record of meeting deadlines
Ability to work independently in a multi-task environment and collaboratively as part of a team
Adaptability to changing business needs and fast-paced environments
Reliable and predictable attendance and punctuality
Ability to work full-time based on position specifications

Benefits

Comp & perks

Competitive compensation designed to reflect your expertise and contribution
Comprehensive health, dental, and vision insurance plans
Robust life insurance benefits
Retirement plans, including a pension plan
Paid holidays and time off
Parental leave
Subsidized all-in-one subscriptions supporting fitness, mindfulness, nutrition, and sleep
Company-paid counseling for mental health, stress management, and work-life balance
Continued education reimbursement eligibility
Company-paid FLMI and ICA courses
Discounted Texas Rangers tickets