Customer Retention Trainer

Job Summary

Designing and delivering training programs, the remote Customer Retention Trainer will equip new and tenured representatives with the necessary skills and knowledge to enhance customer experiences and improve service quality in a call center environment.

Key responsibilities:

• Develop and implement training curricula for new hires and existing staff, incorporating various instructional techniques
• Conduct needs assessments to identify training gaps and provide real-time feedback to representatives on call quality
• Collaborate with supervisors to support representatives in meeting performance standards and assist with additional departmental tasks as needed

Required qualifications:

• Prior training experience in a relevant role
• Comprehensive understanding of customer retention programs and tools
• Familiarity with Globe Life Companies' product portfolios
• Proficiency in Microsoft Office and general PC skills
• Strong presentation and facilitation skills with the ability to adapt communication styles to diverse learning preferences