Junior Facilitator

Responsibilities

• Complete and pass Everise New Trainer Onboarding and Client Certification requirements.
• Become a Master Certified Trainer through additional Client Certification.
• Deliver new hire and ongoing training with emphasis on customer service and sales skills, client product knowledge, as well as Everise policies and procedures.
• Deliver new hire or upskilling in virtual or brick and mortar facility.
• Maintain a throughput rate of 85% graduates per training class.
• Partner with Everise leadership in curriculum feedback and modification. Assist in developing associated supporting materials.
• Ensure that all Champions are actively engaged in the training process through the planning and implementation of activities and use of camera.
• Prepare lesson plans and course agenda for each training class, per client mandated training.
• Conduct proficiency evaluations and certify Champions for the programs to which they are assigned.
• In conjunction with Operations and Quality, work together in the continued development of Champions to reach optimal performance.
• Conduct ongoing refresher and cross‑training modules in critical areas as identified by the quality and operations teams.
• Adhere to and enforce training standard operating procedures, processes and trainer scorecard.
• While not actively training a class, the Trainer Level 2 will take phone calls, per an Operations schedule (8 hours per day), with passing Quality Evaluations scores (passing = line of business KPI target) to retain certification as a Trainer.
• While not actively training a class, the Trainer Level 3 could move into a Supervisor role with Operations if hired into a Hybrid role. This change in job role could lead to a schedule change in Operations.

• A minimum of one year experience Training with Everise or other BPO or one year experience as a Supervisor with Everise or other BPO.
• High School diploma or equivalent. College degree preferred.
• Client Master Certified.
• Insurance License required on all Licensed lines of business.
• Ability to build rapport in an online virtual environment.
• Excellent oral and written communication skills at all levels of the organization.
• Demonstrated presentation and facilitation skills.
• Proficiency in Microsoft Office applications including PowerPoint and Word.
• Ability to work any shift x 7 days a week.
• Ability to understand Standard Operating Procedures and when to ask for guidance.
• Ability to adapt and implement changes on the fly.
• Outgoing personality.

We are an equal‑opportunity employer and a pleasant and supportive place to work.