CX Trainer

About the role

Ethos is in search of a seasoned 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.

Duties and Responsibilities:

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

Qualifications and Skills:

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 learning materials

Excellent verbal and written communication

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