Training Manager

This position is responsible ensuring our agents and representatives remain competent, compliant and meet the evolving needs of our business. The manager is responsible for the evaluation of current training materials, the design and implementation of training programs, monitoring the effectiveness of training administered and the development of skills for all employees. This means ensuring we maintain a confident, compliant, high performing workforce staying in-step with evolving business needs.

• Curriculum Development: Course content, objectives, delivery and knowledge checks based on business needs.
• Material Delivery: Facilitating effective training in classroom, virtual and mixed settings.
• Material Development: Creation of training presentations, process manuals, scripting, huddle guides and assessments tailored to Sales, Post-Sales and Compliance needs.
• Post-Training Evaluation: Call monitoring and participant follow up to ensure knowledge retention and application of skills. Ability to assess training effectiveness and implement improvements.
• Training Schedule: Maintaining the scheduling and coordinating of the training strategy across Sales and Post-Sale operations.
• Training Updates: Ability to deliver concise weekly/monthly updates to upper-level managers or others.
• Coaching and Development: Ongoing mentoring, coaching and support for all employees focused on continuous growth and professional development.
• Management of Training Team: Mentoring and development of the Training & Development team.
• Promoting a Positive and Motivating Training Environment: Maintaining a culture that aligns with company values: honesty, integrity, accountability, excellence, and courage.
• Other duties assigned by leadership as needed to support training goals and business objectives.

• Proven experience in Sales and Customer Service Training as a Training Lead, Instructional Trainer, or Training Manager.
• Experience in creating and presenting training material in various settings (virtual and classroom) with confidence and the ability to clearly explain complex scenarios and engage trainees.
• Experience in both Call Center and Work from Home environments.
• Strong background in curriculum development and training methodologies.

• Ability to communicate effectively with employees, leadership, customers and others.
• Self-motivated with a strong work ethic in order to plan, organize and deliver materials and training within timelines.
• Strong leadership, interpersonal and coaching skills with the ability to deliver positive and negative feedback effectively.

• Previous Licensed Sales Agent experience in the senior health market.
• Proficient in Microsoft suite including Word, Excel, PowerPoint, Outlook and Teams as well as other CRM software, telephony systems and training tools.