Call Center Training Specialist

: Infosys McCamish Domain: Life Insurance and Annuities Skill: Call Center Trainer

Training Specialist - Des Moines, IA

In the Training Specialist role, you will develop and facilitate classroom training for Call Center departments for life insurance and annuity products. The candidate will be able to facilitate in a clear and understandable manner utilizing adult learning methodologies and a variety of instructional techniques that keep participants engaged. This position reports to the Manager of Learning and Development. Location for this position is hybrid in Des Moines, IA. Qualifications Basic

• High School Diploma or equivalent
• At least 3 years of experience in the below

Preferred

• Minimum of 2 years of facilitation experience.
• Life insurance and annuity experience.
• Call Center experience.
• Ability to conduct training and development needs analysis for projects, individuals, and departments.
• Design and facilitate training in-person and online to individuals and groups.
• Develop course curriculums as well as related material such as job aids, computer tutorials, handouts, and PowerPoint presentations.
• Partner with subject matter experts when needed to create or complete training materials.
• Create relevant course assessments that analyze participant's ability to complete course objectives and meet performance expectations in the production environment.
• Evaluate training effectiveness and enhance course delivery based on feedback received in order to improve course effectiveness.
• Provide constructive feedback to course participants and existing representatives.
• Provide updates to maintain accuracy of online content management system.
• Perform quality assurance review of call center representatives and provide feedback and coaching based on results.
• A potential candidate must have the following list of attributes (but not restricted to) -
  • Ability to analyze and document business processes and offer constructive feedback for improvement to internal and external business stakeholders.
  • Ability to learn new material quickly and ask probing/clarifying questions about the material.
  • Possess strong communication skills and the ability to apply those skills in either verbal or written form when interacting with all levels of colleagues as well as client representatives.
  • Ability to maintain a high level of confidentiality relating to all duties and responsibilities, such as team member and client information.
  • Ability to develop and maintain positive work relationships with team members to include communicating information, thinking proactively and effectively problem solving as situations arise.
  • Ability to encourage and build mutual trust, respect and cooperation among team members.
  • Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions.
  • Passion for teaching others.
  • Attention to detail and also able to understand the larger scope.
  • Capacity to stay optimistic, energetic and positive.
  • Self-starter and self-motivator.
  • Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
  • Ability to perform simple mathematical calculations.

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise). The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. About Us Infosys McCamish Systems,( located in Atlanta, Georgia, is the Life Insurance and Retirement Services subsidiary of Infosys BPM Limited.( Infosys McCamish was started in 1985 as a virtual insurance company and went to market as a commercial services provider in 1995.It has an outstanding business perspective and an exemplary track record that no other outsourcer of business solutions can claim - generating US$16 billion of recurring premium in less than five years as a virtual insurance company. Infosys McCamish has expert technology and outsourcing credentials, along with a proven business model for re-engineering systems and performing back-office services at a reduced cost, while reinforcing accuracy, speed and security. Seven of the top ten US insurers are among Infosys McCamish's many BPM clients. Infosys McCamish has its operations spread across Atlanta GA and Des Moines IA in USA. U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time. EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/