Call Center Trainer jobs in Dallas, TX

POSITION OVERVIEW

LICENSED INSURANCE CALL CENTER TRAINER

MCI is seeking an experienced trainer knowledgeable in all lines of insurance. The ideal candidate will have a proven leadership record, be a successful trainer, and have a background in training in the insurance industry. The position will include training new and existing agents, so excellent communication skills are required, as you will guide agents and consult with account managers.

As an insurance instructor, you teach the necessary skills for all aspects of the insurance business, from sales to retention and customer service.  Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic.  A background in Property & Casualty and/or Life is required, and customer service, technical support, or back-office experience is preferred. 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

--------------

-

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE DO?

In this role, you will provide on-boarding training for the newest members of our insurance sales and customer service teams and work with veteran representatives to improve performance. The ideal candidate will possess a fun-natured, enthusiastic, and motivational personality, capable of thriving in a fast-paced and dynamic sales environment. This position requires extensive insurance training, curriculum development, and adult learning experience.

Additional Responsibilities:

• Facilitates training of new hires through proprietary LMS of personal, commercial, health and life insurance
• Provides a motivational learning environment and experience to agents 
• Implement client curriculum to develop new and existing agents.
• Use a variety of instructional methods to ensure maximum delivery effectiveness.
• Establishes continuous improvement systems that allow knowledge transfer and behavioral development to flourish and respond to a changing marketplace.
• Measures agent performance against standards to ensure program effectiveness.
• Work closely with Sales, Client Success, and other members of the Training Department
• Provide regular feedback to business units about existing programs and the development of new programs
• Provide mentorship, continuing education, and ongoing training for existing sales and customer service representatives
• Consistently review and improve our insurance training platform
• Consistently meet or exceed training deliverables
• Performs administrative and other miscellaneous office duties as assigned.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate for this role shares an understanding of the growth objectives of the organization and can professionally represent the company internally and to the client. This role requires applicants with good business judgment and insight to be confident and flexible in their views. Candidates should possess a fun and enthusiastic disposition and be capable of teaching and motivating a wide range of personalities and learning styles

REQUIRED QUALIFICATIONS

• Must be Property & Casualty and/or Life Licensed
• 5 years of experience in the insurances industry teaching or training in a classroom environment (in person or virtual) 
• Knowledge of insurance business and terminology
• Exceptional interpersonal & communication skills
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Possess practical conflict resolution skills (both customer and agent conflict)
• Excellent presentation skills (oral and written), as well as the ability to motivate, teach and inspire staff.
• Ability to work in a professional but fast-paced environment
• Excellent planning, class management, coordination skills, and ability to work with a variety of learning styles.
• Strong understanding of adult learning theory, curriculum design, and training.
• Comfortable delivering constructive feedback to address knowledge, skill, and performance gaps
• Capable of prioritizing and organizing work efficiently to meet deadlines

PREFERRED QUALIFICATIONS:

• Experience working in a contact center environment is a plus.
• Graduation from an accredited two-year or four-year college or university is a plus
• Experience working with Learning Management Systems (LMS) is a plus
• Professional designation (CPCU/CIC/AAI/CISR) preferred

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive.   Standard starting compensation is commensurate with experience.  Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.  In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.  Benefits options and plans vary slightly by location.  

JUST A FEW OF THE BENEFITS

• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Work-at-Home Opportunities
• Advancement Opportunity
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in their country of residence (The United States or Canada)
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results.

REGARDING COVID-19

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

For more information on MCI’s response to COVID-19 please visit  www.mci.world/covid-19.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, kate.murph@mci.world.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT US

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.