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Customer Retention Trainer
Globe Life. Design and develop training curricula and programs for new hires and existing staff .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and developing training curricula and programs, with a strong focus on creating engaging instructional materials and conducting effective training sessions. Proficient in evaluating training effectiveness and collaborating with management to address training needs in a customer service environment.
Highest-signal resume keywords
Training Curriculum DevelopmentCustomer Service ExperienceInstructional Material CreationCoaching and MentoringTraining Software Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Training Curriculum DevelopmentInstructional Material CreationNeeds AssessmentTraining Program EvaluationCall Quality MonitoringTroubleshootingRole-PlayingSimulation TrainingUser TestingCustomer Service Principles
Soft Skills
Strong Communication SkillsInterpersonal SkillsPresentation SkillsCoaching AbilitiesMotivational Skills
Tools & Technologies
Training SoftwareCall Center Systems
Industry Keywords
Customer ServiceCall Center EnvironmentAdult Learning TechniquesBest PracticesEmployee Engagement
About the role
Key responsibilities & impact- Design and develop training curricula and programs for new hires and existing staff
- Test and develop new-hire training plans, including classroom and hands-on practice
- Create instructional materials, including videos, documents, guides, and manuals, for call center representatives
- Conduct needs assessments to identify training gaps and improvement areas
- Troubleshoot computer or phone problems for new hires
- Conduct group and individual training sessions, including role-playing and simulations
- Present information using varied instructional techniques and formats for adult learners
- Monitor call quality and provide real-time feedback to new hires
- Collaborate with department supervisors to identify training needs and assist representatives needing additional support
- Meet regularly with managers and supervisors regarding changes in policies, procedures, regulations, initiatives, and technologies
- Assist with questions based on supervisor coverage gaps and support volume
- Participate in user testing of new application systems before Customer Retention Call Center implementation
- Take or make calls as needed based on departmental call volumes
- Help motivate and maintain a positive employee environment
- Execute ad hoc projects, special assignments, and additional responsibilities directed by leadership
- Stay updated on industry best practices and trends
- Evaluate and adjust training program effectiveness
- Collaborate with Customer Retention department managers to identify training needs
Requirements
What you’ll need- High school diploma or equivalent required; bachelor’s degree preferred
- 3 or more years of Customer Service experience required
- 1 year of previous training or related experience preferred
- Ability to learn and retain new content quickly
- Ability to create engaging and effective training materials
- Strong communication, interpersonal, and presentation skills
- Excellent coaching and mentoring abilities
- Knowledge of customer service principles and best practices
- Proficiency in using training software and tools
- Experience in a call center environment preferred
- Reliable and predictable attendance of the assigned shift
- Ability to work full time and/or part 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 company-matched 401k and pension plan
- Paid holidays and time off
- Parental leave
- Subsidized all-in-one subscriptions supporting fitness, mindfulness, nutrition, and sleep goals
- 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