Customer Operations Training Lead

Mga-Insurance-Company-Inc; Richardson (TX); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical & dental

Vision insurance

Life insurance

Short-term disability

Long-term disability

Parental Leave Policy

401K + Company Match

PTO + Holidays

Job summary

GAINSCO is seeking a Customer Operations Learning Specialist to prepare new Customer Service employees for success and help experienced employees strengthen their skills and performance. In this role, you will lead onboarding and continuing education programs, create modern learning content, coach employees, and evaluate learner readiness.

You will partner with Customer Service leaders and Quality Assurance to identify skill gaps and deliver targeted learning solutions that support employee

Qualifications

• 5+ years of experience in training, learning and development or similar role is required.
• Experience developing learning programs, curricula, and educational materials is required.
• Experience creating and delivering instructor-led, virtual, and online learning solutions is required.
• Experience evaluating learner performance and providing coaching or targeted development is required.
• Call center experience is a plus.
• Property and Casualty insurance experience is a plus.
• Experience creating written and video-based training content is preferred.
• Experience with Learning Management Systems and instructional design software is preferred.

Responsibilities

• Develop and deliver engaging onboarding, continuing education, and employee development programs through in-person, virtual, and online formats.
• Create and maintain curricula, job aids, how-to guides, facilitator materials, learner resources, and instructional videos.
• Assess learner knowledge and proficiency, provide coaching and reinforcement, and help determine readiness for production.
• Partner with Customer Service leaders and Quality Assurance to identify performance gaps and implement targeted learning solutions.
• Use learner feedback, training observations, attendance trends, and performance data to measure effectiveness and improve training.
• Become a subject matter expert on GAINSCO products, systems, call center practices, Customer Service processes, and state and product guidelines.

Skills

Training experience

Learning & development

Curriculum development

Instructor-led training

Virtual training

Online learning

Learner assessment

Coaching skills

Call center experience

Insurance experience

Content creation

LMS experience

Instructional design

Job description

GAINSCO is seeking a Customer Operations Learning Specialist to prepare new Customer Service employees for success and help experienced employees strengthen their skills and performance. In this role, you will lead onboarding and continuing education programs, create modern learning content, coach employees, and evaluate learner readiness.

You will partner with Customer Service leaders and Quality Assurance to identify skill gaps and deliver targeted learning solutions that support employee