CX Trainer

About the role

Ethos is in search of a seasoned CX Trainer responsible for delivering and supporting training programs aimed at enhancing the efficiency and success of our employees. The ideal candidate will possess a background in Customer Service and/or call center operations. In this role, the Trainer will lead regular training sessions to uphold company policies and legal standards, with a key emphasis on the growth of new team members. Reporting directly to the Senior Manager of Customer Experience Strategy, this position plays a pivotal role in fostering a skilled and compliant workforce.

Duties and Responsibilities:

• Assess current training programs and make recommendations to improve their effectiveness
• Assess internal employee skill levels and competencies, by conducting needs analysis, monitoring participant progress during training, recommending program changes and tracking results
• Coach and monitor new employees to increase their effectiveness
• Administer progressive discipline to new employees regarding attendance and performance requirements, as needed
• Provide tracking/reporting to management on training program progress, new hire development, and course effectiveness
• Ensure all materials, programs, and solutions for training are up-to-date and relevant to current business practices and market standards.

Qualifications and Skills:

• 3+ years of experience in Call Center, Training & Development, and/or Leadership
• 3+ years of experience in training and development
• Leadership training experience, a plus
• College Degree or equivalent work experience
• Strong communication skills - both oral and written
• Extensive knowledge of Customer Service and Life Insurance a plus
• Proven ability to build engaging and scalable training programs (bonus if you've worked with tools like Lessonly or Notion)
• Ability to build curriculum and create engaging learning materials
• Excellent verbal and written communication