Temporary Training Coach (Progressive Service)

Salary Range: $44,000 - $50,000

Position Purpose: 

The Temporary Training Coach, Progressive Insurance Service will be responsible for supervisory duties to support and develop insurance customer service agents in an inbound call environment to attain project goals. *This position is on-site in our Tucson, AZ Contact Center or work-from-home, depending on your current work location.*

Essential Functions and Responsibilities:  

• Inspect, monitor trends, coach, motivate and develop project team of insurance Customer Service Representatives (CSR's) to achieve Afni's performance objectives and individual / team goal attainment. Manage classroom dynamics through coaching / documenting undesired behaviors. 

• Deliver training and instruction to engage and stimulate existing and newly hired employees in a manner than promotes transfer of knowledge and application of skills. Instructors promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance. During instruction, provide and manage an environment that fosters trust, learning and performance. Will adjust for different learning styles and dynamics, ensuring all learners are able to grasp the subject matter. 

• Plan and prepare for instruction making sure that appropriate instructional methods and materials are used for specific mode of learning. 

• Administer attendance and payroll records and reports. 

Minimum Job Requirements (Education, Experience, Skills): 

• High school diploma required with some post-secondary education preferred. 

• One to two years supervisory experience and / or delivering training in an insurance call center environment is preferred. 

• Working knowledge of property and casualty lines, state licensing processes, auto insurance products & services. 

• Understanding of the motivational attributes required for training sales & service agents to reach goals 
• Previous insurance experience is strongly preferred.

• Proven leadership, teaching / facilitation, and creative problem-solving skills are preferred. 

• Strong interpersonal and communication skills and the ability to work effectively with a wide range of staff and clients in a diverse environment is required. 

• Solid presentation experience using flexible delivery methods (lecture, computer-based/assisted, performance, facilitation, cooperative learning) and tools/technology is preferred. 

• Awareness of or some experience in design, development, implementation, and evaluation of training plans, curricula, and methodology is preferred. 

• The ability to handle multiple tasks and work with shifting priorities is required. 

• Ability to work varying schedules is required. 

• Proficiency with Microsoft Office products (especially Word and Excel) as well as Afni and Client tools is required.