Customer Retention Trainer

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview:

JOB DUTIES and RESPONSIBILITIES

Training & Onboarding

• Design and develop new 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 areas for improvement
• Troubleshoot any computer or phone problems for new hires

Training Delivery

• Conduct group and individual training sessions, including role-playing and simulations
• Present information using various instructional techniques and formats, targeted to adult learning preferences

·         Monitor call quality and provide real-time feedback to new hires

·         Collaborate with department supervisors to identify training needs and work with representatives needing extra assistance to meet standards

Call Center Support

·         Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies

• Assist with questions as needed based on gaps in supervisor coverage and volume of support requested
• 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

• Help to motivate and maintain a positive environment amongst all employees

    Execute ad hoc projects, special assignments, and additional responsibilities as directed by leadership to support evolving business needs and operational priorities

CORE KNOWLEDGE and SKILLS

Product Knowledge & Expertise

• Comprehensive understanding of all Globe Life Companies' product portfolios

·         Have a strong working knowledge of all types of Customer Retention programs (i.e., ESC, Security Manager, OnBase, Mainframe, Citrix, Conservation Screen, etc.)

·         Proficient in MS Office and PC skills

Communication Excellence

·         Proven presentation and facilitation skills

·         Ability to speak effectively before groups of employees

·         Strong and adaptable communication skills tailored to employee-preferred learning styles

• Exceptional verbal and written communication skills with demonstrated ability to create clear, concise documentation

·         Must have the ability to give honest and productive feedback

Work Style & Collaboration

·         Strong planning and organizational skills

·         Able to function independently in a multi-task environment, as well as part of a team

• Collaborative team player who contributes effectively to group objectives and organizational goals

·         Consistent track record of meeting deadlines and delivering results within established timeframes

• Adaptable to changing business needs and comfortable working in fast-paced environments

·         Know when to escalate issues to Management’s attention

Applicable to all employees of Globe Life & Accident and its subsidiaries:

• Reliable and predictable attendance of your assigned shift

·         Ability to work full-time and/or part-time based on the position specifications

QUALIFICATIONS

Education

• High school diploma or equivalent
• College degree preferred
• undefined

Work Experience

• Previous training/teaching experience preferred
• undefined

Applicable To All Employees of Globe Life Family of Companies:

• Reliable and predictable attendance of your assigned shift.

• Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:

Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:

• Competitive compensation designed to reflect your expertise and contribution.

• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.

• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.

• Paid holidays and time off to support a healthy work-life balance.

• Parental leave to help our employees welcome their new additions.

• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.

• Company-paid counseling for assistance with mental health, stress management, and work-life balance.

• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.

• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.