Employer description & source details
Ethos is in search of a seasoned CX Trainer responsible for delivering and supporting training programs aimed at enhancing the efficiency and success of our employees. The ideal candidate will possess a background in Customer Service and/or call center operations. In this role, the Trainer will lead regular training sessions to uphold company policies and legal standards, with a key emphasis on the growth of new team members. Reporting directly to the Senior Manager of Customer Experience Strategy, this position plays a pivotal role in fostering a skilled and compliant workforce. Assess current training programs and make recommendations to improve their effectiveness Assess internal employee skill levels and competencies, by conducting needs analysis, monitoring participant progress during training, recommending program changes and tracking results Coach and monitor new employees to increase their effectiveness Administer progressive discipline to new employees regarding attendance and performance requirements, as needed Provide tracking/reporting to management on training program progress, new hire development, and course effectiveness Ensure all materials, programs, and solutions for training are up-to-date and relevant to current business practices and market standards. 3+ years of experience in Call Center, Training & Development, and/or Leadership 3+ years of experience in training and development Leadership training experience, a plus College Degree or equivalent work experience Strong communication skills - both oral and written Extensive knowledge of Customer Service and Life Insurance a plus Proven ability to build engaging and scalable training programs (bonus if you've worked with tools like Lessonly or Notion) Ability to build curriculum and create engaging