Process Trainer - Insurance Contact Centre (US Hours)

Job Description

We are looking for professional, high performance individuals, with sound leadership and problem-solving skills, to support the customer service team while building a positive, people-focused environment.

Key Responsibilities :

Operational Excellence Identifying and communicating barriers to performance/service delivery to the operational leaders

Contribute in regular meetings with team leaders and agents in regards to efficiencies Conduct analysis and insights based on consolidated data to enhance process improvements Share best practice between teams to support operational efficiencies

Continually examine opportunities for improvements and adherence to schedule

Support team when needed maintain product knowledge through call taking

Will be required to take calls Development Journey

Agile training through Quality feedback sessions

Training employees in systems and products when required

Working closely with Operations Support, Training & HR to support the new starter journey

Qualifications

A Matric/Grade 12 Certificate or equivalent. A minimum of 3 years insurance experience Additional Information

JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRE

Proficiency in the following Microsoft packages (Word, Excel & Outlook)

• Excellent interpersonal and communication skills Strong numerical ability Strong administrative and organizational skills Customer centricity High attention to detail and accuracy other factors that will be considered: Engagement Communication skills Problem Solving Planning & Organizing Risk Management Incident Management Data Analysis Stakeholder Management Client Communication Report writing Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook) Attention to detail