CX Operations Trainer

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Are you passionate about helping others grow and develop their skills?

We're looking for an energetic and dynamic CX Operations Trainer to join our team! In this role, you'll have the exciting responsibility of developing, implementing, and managing training programs for both new hires and current employees. You'll work independently and collaboratively with business stakeholders to create effective training materials and ensure that our workforce has the skills and knowledge they need to succeed.

• Develop, implement, and manage training programs for new hires and current employees at all levels across within the organization.
• Work closely with HR Business Partners to identify training needs and develop learning objectives aligned with organizational goals.
• Conduct comprehensive training needs assessments to pinpoint skill gaps and training requirements.
• Create and maintain training materials, manuals, and documentation.
• Customize training programs to meet the specific needs of various departments within the organization.
• Foster a culture of continuous learning and development.
• Collaborate with department heads to ensure training aligns with company goals and objectives.
• Monitor and evaluate training program effectiveness through surveys, KPIs, assessments, and feedback mechanisms and make recommendations for continuous improvement.
• Provide coaching and support to help employees enhance their skills and career development.
• Stay updated on the latest trends and best practices in training and development, incorporating relevant updates into the programs.
• Perform administrative tasks related to training programs, such as coordinating training schedules, agendas, and messaging.
• Prepare and present reports on training program outcomes to senior management.

• Strong leadership skills and the ability to work independently.
• Excellent instructional ability and customer service skills.
• Strong problem-solving skills and effective communication, both verbal and written.
• A customer-focused approach and adaptability to various personalities.
• The ability to multitask, set priorities, and manage time effectively.
• Proficiency in Microsoft Office applications.

• Bachelor’s Degree or equivalent experience.
• At least 5 years of experience in a training role.
• Call center environment experience
• Financial services and/or insurance experience
• Minimum of 1 year in a Management, Leadership, or Team Lead role with coaching/mentoring experience.
• Professional certification in training and development is a plus.

Protective’s targeted salary range for this position is $65,000 to $85,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.

This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.

Employee Benefits:  

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.  

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com.This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.