Contact Center Corporate Trainer

Chubb; Chicago (IL); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company in the insurance industry is seeking a Contact Center Corporate Trainer to prepare and facilitate training sessions for operations staff. The role involves delivering customer service and technical training, assessing readiness, and developing training content. Ideal candidates will have strong facilitation skills and experience in a corporate training environment.

Qualifications

• 3-5 years of corporate trainer experience preferred.
• Experience with contact center processes and technologies.
• Learning certifications are a plus.

Responsibilities

• Facilitates training for new hires and existing staff in both classroom and virtual settings.
• Develops and administers assessment tools to monitor participant progress.
• Collaborates with L&D staff to evaluate and update training content.

Skills

Facilitation skills

Customer service training

Technical/process training

Communication skills

Organizational skills

Education

Undergraduate degree in a learning-related field or business

Tools

WebEx

MS Suite

Job description

Combined Insurance, a Chubb Company, is seeking a Contact Center Corporate Trainer to join our fast-paced, high-energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you!

The Contact Center Corporate Trainer is responsible for preparing and facilitating training sessions for Combined Insurance’s Operations staff in both classroom and live virtual settings. Facilitation includes customer service training, technical demonstrations, product line explanations, and business process training. The audience includes both new employees and existing staff.

A successful trainer maximizes their students’ effectiveness by utilizing a variety of best practices, techniques, and educational concepts. Maintaining high energy levels and positive morale is essential. A successful trainer also exhibits curiosity about the subject matter and is open to experimenting with new training delivery approaches involving the latest technology.

Major duties:

1. Prepares and facilitates face-to-face and live virtual training for new hires and existing U.S. Contact Center staff.
2. Ensures training builds skills in systems, customer service, work processes, and product lines to prepare employees.
3. Delivers multi-week new-hire programs and ongoing refresher training, supporting complex student questions requiring deep SME experience.
4. Identifies gaps in training content and delivery, seeking ongoing feedback from stakeholders and peers.
5. Assesses new hires’ readiness to handle customer service calls and addresses knowledge or skill gaps.
6. Collaborates with L&D staff to evaluate and update training content for new hires.
7. Acts as a Contact Center SME in program and curriculum development, particularly for new hire programs. Develops content as needed.
8. Assists in creating resources such as standard operating procedures and job aids, ensuring they are current.
9. Communicates with management about trends and training recommendations for best practices.
10. Develops and administers assessment tools to monitor participant progress and tracks results for leadership, identifying skill gaps and ensuring training objectives are met.
11. Maintains communication with leadership, providing input on training procedures and managing attendance and training records.

Skills/Experience (Preferred):

1. 3-5 years of corporate trainer experience.
2. Experience with contact center processes and technologies.
3. Ability to deliver both customer service and technical/process training.
4. Strong facilitation skills.
5. Proficiency in face-to-face and virtual live training, including platforms like WebEx.
6. Excellent oral and written communication skills.
7. Proficient in MS Suite (Word, PowerPoint, Excel, Teams, OneNote, Outlook).
8. Organized and detail-oriented.
9. Ability to communicate effectively across various organizational levels.

Education:

1. Undergraduate degree in a learning-related field or business (preferred).
2. Learning certifications are a plus.

The pay range for this role is $80,000 to $120,000. The specific offer will depend on skills and other factors. This role may be eligible for a discretionary annual incentive. Chubb offers a comprehensive benefits package, details of which can be found on our careers website. The disclosed pay range may be adjusted based on geographic location.