Process Trainer - Insurance Contact Centre (US Hours)
Core
Support the customer service team in an insurance contact centre by identifying performance barriers, conducting data analysis for process improvements, and training employees on systems and products.
Role type
Process Trainer (Insurance Contact Centre)
Builds
Operational efficiencies and new starter onboarding for insurance customer service teams
Domain
Insurance / Business Process Outsourcing (BPO)
Deliverable
dashboards & analysis | client delivery
Required skills
Data analysis, process improvement, training delivery, product knowledge, call handling, Microsoft Office proficiency, numerical ability, attention to detail
Preferred skills
Stakeholder management, risk management, incident management, report writing, planning and organizing
Responsibilities
Identify and communicate barriers to performance/service delivery to operational leaders; Conduct analysis and insights based on consolidated data to enhance process improvements; Share best practices between teams to support operational efficiencies; Examine opportunities for improvements and adherence to schedule; Support team when needed; Maintain product knowledge through call taking; Train employees in systems and products; Work with Operations Support, Training & HR to support the new starter journey
Seniority
Mid-level, hands-on IC
