Lead and facilitate training programs for new hires and existing team members across Sales, Retention, and Claims.
Deliver training sessions virtually and in-person, tailored to individual and team needs.
Ensure employees understand policies, procedures, and communication standards to create outstanding customer experiences.
Track training progress and escalate performance concerns to appropriate leadership.
Develop, update, and maintain training materials that reflect current company policies and best practices.
Create assessments to evaluate trainee comprehension and retention.
Adapt training methods to accommodate diverse learning styles.
Review customer interactions (calls, chats, claims) to identify coaching opportunities and reinforce learning.
Coordinate licensing and certification requirements (e.g., P&C licensing) for applicable roles.
Foster a positive, inclusive, and value-driven training environment.

Proven experience delivering training to individuals and groups in a professional setting.
Strong presentation and facilitation skills with the ability to communicate clearly and concisely.
High attention to detail and ability to provide constructive feedback.
Proficiency in CRM systems, Excel, PowerPoint, SharePoint, and other training tools.
Excellent interpersonal, verbal, and written communication skills.
Ability to multitask, prioritize, and remain composed under pressure.
Self-motivated and capable of working independently with minimal supervision.
Minimum of 2 years of frontline experience within the department they are training.

Training Manager

Key skills