Contact Center Training Specialist

Date: Feb 8, 2019

Location: Omaha, NE, US

Company: Lincoln Financial

Alternate Locations: Omaha, NE (Nebraska)

Relocation assistance is not available for this opportunity.

Requisition #58472

About the Company

Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $253 billion in assets under management as of December 31, 2017.

Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

 

The Role

This individual will be responsible for new hire as well as continuous training needs for the Contact Center & Intake Teams (face to face as well as minimal virtual trainings). The position will perform and deliver on routine assignments/projects while simultaneously leveraging and applying knowledge of his/her assigned area(s) of responsibility. Develops, implements and evaluates training plans and programs to ensure organizational readiness for his/her assigned area(s) of responsibility.

 

Duties & Responsibilities

  • Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
  • Promotes and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
  • Performs and delivers on routine assignments/projects while simultaneously leveraging and applying knowledge of his/her assigned area(s) of responsibility.
  • Identifies and communicates to management process improvements that reduce workloads or improve quality for his/her assigned area(s) of responsibility.
  • Develops, implements and evaluates training plans and programs for his/her assigned area(s) of responsibility to meet departmental training objectives.
  • Develops training materials, manuals, procedures and/or visual aids to meet objectives of his/her assigned area(s) of responsibility.
  • Develops and conducts training needs assessments and determines training requirements for new program development.
  • Conducts training and ongoing training evaluations to ensure effectiveness of programs and recommends modifications as necessary.
  • Liaises with assigned area(s) of responsibility to ensure training materials, procedures, plans and/or programs reflect business needs and support organizational readiness.
  • Proactively collaborates and communicates with appropriate internal/external stakeholders to address training gaps to optimize organizational performance.
  • May share knowledge with junior and/or peer team members.
  • Carries out duties in compliance with all state and federal regulations and guidelines.  Complies with all company and site policies and procedures.
  • Remains current in profession and industry trends.
  • Makes a positive contribution as demonstrated by:  - Making suggestions for improvement - Learning new skills, procedures and processes
  • Performs other duties as required.

 

Education & Experience

  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)
  • 1 - 3+ Years experience in training that directly aligns with the specific responsibilities for this position (Required)
  • Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures.
  • Ability to communicate training needs using various communication methods such as computer based, interactive e-learning, traditional classroom etc.
  •  Strong written and verbal communication skills.
  • Define problems, collect data, establish facts and draw valid conclusions.
  • Evaluate trends in data or information.
  • Demonstrated solid relationship management skills with internal clients (e.g. management, peers and colleagues).
  • Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
  • Demonstrates strong interpersonal skills with a collaborative style.
  • Finds common ground and can gain collaboration among management, colleagues and peers; can influence outcomes without directing or commanding.
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Knowledge of curriculum development principles.

 

Travel Requirements

  • Travel Type: National Domestic
  • Travel Amount: up to 25%

 

This position may be subject to Lincoln’s Political Contribution Policy.  An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information.  Applicants are evaluated on the basis of job qualifications.  If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

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Nearest Major Market: Omaha
Nearest Secondary Market: Council Bluffs

Job Segment: Change Management, Management