at Crawford & Company in Lake Zurich, Illinois, United States
Job Description
Contact Center Trainer
Requisition ID
2024-25237
Job Locations
US-IL-Lake Zurich
Position Type
Regular Full-Time
Category
Claims
Business Unit
BUS_TPA US
Excellence In Everything We Touch
Position Summary
Researches, plans, develops and conducts training programs to ensure that contact center representatives possess thorough product and process knowledge and provide excellent customer service. Training sessions may consist of groups of 1 - 25 participants.
Responsibilities
Designs, develops and maintains all training materials, job aids and curriculum for the Crawford contact center.
Conducts research and collects reference materials to ensure that training materials are kept up to date.
Plans, organizes and conducts classroom training and follow-up support to newly-hired employees.
Plans, organizes and conducts classroom training and follow-up support to existing contact center staff.
Assesses training effectiveness through the use of surveys, evaluations and questionnaires.
Improves training effectiveness by meeting with Quality Assurance and Management staff to determine areas of opportunity and developing new approaches and techniques.
Manages assignment of required supplemental training coursework through KMC On Demand and ensures that coursework is completed timely by staff.
Oversees Mentor Program for the contact center
Communicates regular status updates to the management staff during training sessions.
Performs other related duties as required or requested.
Upholds the Crawford Code of Conduct
Requirements
Education equivalent to a college degree or the equivalent in related work experience
Excellent presentation skills (oral and written).
Ability to motivate, teach and inspire staff.
Must have strong organizational skills and ability to manage multiple projects.
Must demonstrate a high commitment to task as well as a high level of creativity and versatility in developing course curriculum.
Must be able to effectively interact and engage with all levels of staff.
Must have a high level of adaptability in a changing environment.
Operational knowledge of MS Office: Excel, Word and PowerPoint
Must possess prior training experience whether in a corporate, educational or contact center environment.
Must be flexible with schedule in order to conduct training sessions for all employees, including those who work outside of core business hours.
About Us
Why Crawford?
Because a claim is more than a number - it's a person, a child, a friend. It's anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community - one claim at a time.
At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We're looking for the next generation of leaders to take this journey with us.
We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.
When you accept a job with Crawford, you become a part of the One Crawford family.
Our total compensation plans provide each of our employees with far more than just a great salary
Pay and incentive plans that recognize performance excellence
Benefit programs that empower financial, physical, and mental wellness
Training programs that promote continuous learning and career progression while enhancing job performance
Sustainability programs that give back to the communities in which we live and work
A culture of respect, collaboration, entrepreneurial spirit and inclusion
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Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.
