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Posted: Saturday, March 11, 2017 5:50 AM

AmTrust North America is seeking a Call Center Training Supervisor who is responsible for providing new hire and on:going training for all call center personnel. This individual will partner with quality assurance, operations and various business units within the organization to ensure our processes are documented and functioning and our staff is fully trained and proficient in their duties to provide quality customer service. This position leads the communication of our processes, knowledge, behaviors and service excellence through training, coaching and quality analysis. Job duties and responsibilities Creates and presents all training to specific areas/teams of Operations.Works with operations and quality assurance to determine new:hire and ongoing training needsMaintains training manuals and materials; Implements the best method of deliverySupport and mentor new employees; coordinates and oversees the mentoring processCollaborates with other trainers and business units within the organization to ensure consistent and efficient training and operational processes.Liaise with managers to determine training needs and schedule training sessions.Conduct evaluations and works with quality assurance to identify areas of improvement.Develops and maintains Knowledge Base Tool, for ongoing reference and trainingMonitor employee performance and response to training and the certification process.Travels to satellite locations to train members as needed.Conducts live training meetings and seminars in various meeting formats (i.e. classroom, and webinars).Track attendance of trainings for compliance.Supports operational coverage as neededCoordinate training events and engagements including timely preparation and delivery of materials, enrollments, and maintaining evaluation and training databases.Perform other training support as neededQualifications and Requirements BS/BA in Business management/administration or relevant field with proven experienceInstructional design experience a plusExperience or knowledge of Workers Compensation insurance industry a plusProficient in MS Office and e:learning softwareAble to work independentlyExcellent communication, presentation, and public speaking skillsWillingness to keep abreast of new techniques in corporate and adult trainingDetail and results orientedCritical thinking and decision makingMust be willing to travel for at least 25 of his/her job, locally or nationally


• Location: Cleveland

• Post ID: 35184710 cleveland is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017