FBS Trainer - Contact Center

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world. Job SummaryThe Internal Trainer is responsible for the delivery of established learning solutions to enhance competencies and effectiveness of Service Operations audiences including supervisory and professional level learners. This position will leverage technical expertise to deliver effective training, and will plan and executes training and educational programs, including gathering and preparing all materials. The Internal Trainer will contribute to analyzing, designing, developing, delivering and evaluating learning and performance improvement solutions to close performance gaps. This role will also be responsible for business results generated through learning and performance improvement solutions and tools.Essential Job FunctionsFacilitates Learning Solutions: Deliver instruction and facilitate learning for all learning audiences by employing various learning delivery techniques and/or technologies. Influences positive behavior change in learners that drives business results by creating a positive environment for learning. Responsible for the oversight of trainees for the duration of training sessions. Provides feedback to trainees and their Supervisors. Partnership with Stakeholders. Partners with the business by participating in business activities such as team meetings, huddles, town halls to identify learning opportunities and improve results. Supports the execution of the business strategy through learning solutions. Participates with Service Ops Leadership and University personnel on continuous improvement initiatives. Learning Solution Administration. Takes ownership of the training delivery which includes class set up/tear down and prompt clear communication with support required to ensure consistent and positive learner experience. Understands and utilizes LMS in order to deliver on a seamless learning experience. Works closely with representatives from the business and other appropriate parties to coordinate the training schedule and all guest speakers/support resources. Leads Meetings on class results and employee performance with business leaders (includes reporting on performance metrics, behavior observations, and recommendations) Cross Functional Collaboration Serves as a subject matter expert to support the creation and maintain relevancy of curriculum. Contributes on project teams in designing learning to share knowledge and provide creative ideas. Collaborates on program enhancements and leads projects for improved learning solutions. Conducts evaluations to analyze training activities, outcomes and make recommendations for improvement. Performs other duties as assigned.RequirementsHigh school diploma or equivalent required. Bachelor’s degree preferred in business, education, or related field.2+ years experience of Learning & Development (L and D)/training, or equivalent technical expertise related to Learning and Development. Experience in training facilitation1+ year of contact center experience Bilingual proficiency in English and Spanish requiredExperience in insurance or related field preferredBenefitsCompetitive compensation and benefits package:1. Competitive salary and annual performance-based bonus2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.3. Dynamic and inclusive work culture within a globally renowned group4. Private Health Insurance5. Training & DevelopmentNote: Benefits differ based on employee level.

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

The Internal Trainer is responsible for the delivery of established learning solutions to enhance competencies and effectiveness of Service Operations audiences including supervisory and professional level learners. This position will leverage technical expertise to deliver effective training, and will plan and executes training and educational programs, including gathering and preparing all materials. The Internal Trainer will contribute to analyzing, designing, developing, delivering and evaluating learning and performance improvement solutions to close performance gaps. This role will also be responsible for business results generated through learning and performance improvement solutions and tools.

Essential Job Functions

Facilitates Learning Solutions: Deliver instruction and facilitate learning for all learning audiences by employing various learning delivery techniques and/or technologies. Influences positive behavior change in learners that drives business results by creating a positive environment for learning. Responsible for the oversight of trainees for the duration of training sessions. Provides feedback to trainees and their Supervisors. Partnership with Stakeholders. Partners with the business by participating in business activities such as team meetings, huddles, town halls to identify learning opportunities and improve results. Supports the execution of the business strategy through learning solutions. Participates with Service Ops Leadership and University personnel on continuous improvement initiatives. Learning Solution Administration. Takes ownership of the training delivery which includes class set up/tear down and prompt clear communication with support required to ensure consistent and positive learner experience. Understands and utilizes LMS in order to deliver on a seamless learning experience. Works closely with representatives from the business and other appropriate parties to coordinate the training schedule and all guest speakers/support resources. Leads Meetings on class results and employee performance with business leaders (includes reporting on performance metrics, behavior observations, and recommendations) Cross Functional Collaboration Serves as a subject matter expert to support the creation and maintain relevancy of curriculum. Contributes on project teams in designing learning to share knowledge and provide creative ideas. Collaborates on program enhancements and leads projects for improved learning solutions. Conducts evaluations to analyze training activities, outcomes and make recommendations for improvement. Performs other duties as assigned.

Requirements

• High school diploma or equivalent required. Bachelor’s degree preferred in business, education, or related field.
• 2+ years experience of Learning & Development (L and D)/training, or equivalent technical expertise related to Learning and Development.
• Experience in training facilitation
• 1+ year of contact center experience
• Bilingual proficiency in English and Spanish required
• Experience in insurance or related field preferred

Benefits

Competitive compensation and benefits package:

1. Competitive salary and annual performance-based bonus

2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.

3. Dynamic and inclusive work culture within a globally renowned group

4. Private Health Insurance

5. Training & Development

Note: Benefits differ based on employee level.

Get the future you want At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.

Get the future you want

At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.

Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.

It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.

As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.