Job Listings

Training Coach

3700 S. Stonebridge Dr. McKinney, Texas
Job number: 4379

Job Description:

Training Coach

Primary Duties & Responsibilities

Training Coach Job Description:

The Call Center Coach will assist with the monitoring and coaching of agents and will assist with reporting the effectiveness of employee training to ensure that all call center representatives are properly equipped with the knowledge and tools that are necessary for their success. The Call Center Coach must keep abreast of all new products and changes within the company to keep the representatives up-to-date on all relevant information.

Primary Duties & Responsibilities:

  • Provide on-the-job training/coaching on all products and services associated with the Customer Retention Call Center, including sales techniques, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
  • Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.
  • Audit live phone calls to identify training opportunities and conduct group and one-on-one coaching sessions as needed.
  • Assist with reporting responsibilities as needed, including training reports.
  • May assist with taking/making calls as needed based on departmental call volumes.
  • Coach agents to ensure productivity, quality and customer satisfaction performance objectives are met and performed in an efficient manner.
  • Communicate company goals and metrics with team members to deliver high level of customer service.
  • Coach and develop agents to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.  To conduct one –on-one meetings with agents to evaluate performance against KPIs.
  • Hold regular team meetings with agents as a SME to review previous day/week/month performance and provide guidance regarding future performance in order to continuously improve results.
  • Escalate issues appropriately and in real-time including, but not limited to, technical & performance, and human resources issues.
  • Identifies adverse performance trends and patterns & informs/advises Management.
  • Provides input and assist with the development of additional training or policy and procedures changes that may be required to enhance service productivity.
  • Summarizes finding and recommendation and forwards to supervisor to use in performance assessments.
  • Provide coaching, advice and advice and guidance based on audit findings.
  • In periods of excessive call volume, assist by taking calls.
  • Participates in meetings and presentations or other designated special projects a assigned by department management.
  • Maintains a comprehensive working knowledge of policies, procedure, and benefits across all lines of business.
  • Develops job aides and other tools to assist the agents in improving their overall performance.

Knowledge, Skills and Abilities:

  • Ability to prioritize and organize work in a multitasking environment
  • Ability to maintain the highest level of confidentiality
  • Excellent interpersonal, written, and oral communication skills
  • Excellent judgment, reasoning, and problem solving skills
  • Possess a strong working knowledge of correct grammar and punctuation usage.
  • Strong working knowledge of all types of Customer Service programs (i.e., CSE, Letter writer, Mainframe, Intranet, etc.)
  • Be able to objectively review phone calls in accordance with department guidelines.
  • Strong organizational skills.
  • Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.  Ability to learn new computer systems.
  • Knowledge of customer service principles and practices
  • Ability to professionally handle and resolve escalated issues
  • Teamwork
  • Reliable and predictable attendance of your assigned shift
  • Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying

 

Education and Experience:

 

  • Two years of call center customer care experience
  • Must currently be a CSS within Customer Service
  • If internal applicant, CSS title preferred
  • Exceptional listening and analytical skills
  • Dedication to providing exceptional World Class Customer Service
  • Strong Performance in current position
  • Some College a plus

Required Skills

Required Knowledge & Experience

Location: 3700 S. Stonebridge Dr. McKinney, Texas

Apply Now

Current employees apply here.

Savings and Investment Plan (401K) - Eligible employees may begin participating in the plan on the first day of employment.

Pension Plan - Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)

Medical - Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.

Dental** and Vision - Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.

Flexible Spending Accounts (FSA) - Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.

Health Savings Accounts (HSA) - A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for many of the health care expenses not covered by your medical plan including deductibles and co-pays. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contribution to HSA ($4500 family, $2500 single plans)

Short-Term Disability - Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*

Group Life and Long-Term Disability** - Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.

Vacation and Paid Holidays - Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.

Education Assistance - The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.

Fitness Reimbursement - Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).

Supplemental Plans** - Cancer, Heart/Stroke, Accident.

*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit

Do I have to apply for every job that I am interested in? - Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.

Now that I've applied, what happens? - You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).

How do I get the contact information of the hiring manager for the job I am interested in? - It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.

I've been interviewed, what's next? - If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.

The Whole Globe

Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

SmileThe insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.