What will be my duties and responsibilities in this job? Collaboration and Coaching – 75% Support training & development of new hires to promote an engaged and positive onboarding experienceServes as a subject matter expert with new hires after they attend training during nesting & during transition before it's business as usualCollaborate with key stakeholders (Ops, Quality, L&D, WFM, etc.) to align on & execute new hire resource support requirementsConduct soft skills, client nuance, & CX trainings with new hire team membersDevelop new hire associates through mentorship & targeted coaching customized to individual needAssist with training of new systems, procedures, enhancements, etc.Works in a multi-client/multi-functional environment due to expanded knowledge and skill setOn average this team supports approximately 20 new hires simultaneouslySupports training and development across Customer Care with knowledge and expertise of 25+ clients currently of 4 clients within Insurance Tracking Customer CareAble to pivot and adapt quickly with minimal training and supportPerformance Analysis & Material Development – 25% Modify & enhance training materials & approach to incorporate key areas of opportunity based on quality audits, survey feedback, customer/client feedback, etc.Partner with C&ES maintain alignment with client procedures & ensure that nesting materials accurately reflect the various client requirementsMaintain client access requirements for multiple clients and participate/complete all required client trainings.Partner with Customer & Employee Success Specialists to develop consistency with training materials, FAQ, & associate quick reference guides for both new hire & tenured associatesIdentify opportunities to enhance employee experience and successWhat are the requirements needed for this position? Bachelor's Degree or equivalent experience preferredMust be PC literate (Excel, Word, PowerPoint)What other skills/experience would be helpful to have? Experience in a coaching & development roleFamiliarity with developing and delivering presentations for/to various audiencesFundamental knowledge of company products and services
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