Customer Service Training and Development Specialist

Metlife Legal Plans•Cleveland, OH

5h•Hybrid

About The Position

MetLife Legal Plans is currently hiring a CSC (Client Service Center) Training & Development Specialist for our growing Client Service Center here in Cleveland, OH. This position will be onsite with periodic remote options. A Day in the Life of a Client Service Center Training and Development Specialist at MLP: The CSC Training and Development Specialist, reporting to the Director, Client Service Center, is responsible for leading the onboarding and training of Client Service Representatives, Member Support Representatives, and Member Advocate Agents. This role owns the training process from start to finish while partnering with the People Team, IT, CSC Quality Assurance, and CSC Leadership to ensure a consistent and effective learning experience. This position develops and maintains training materials, process guides, and onboarding programs, updating content as systems and processes evolve, including enhancements to member self service and internal support platforms. The role also provides hands on coaching through regular side by side feedback sessions with representatives to support performance and skill development. Working closely with the CSC QA Specialist and leadership team, the specialist identifies training needs across the organization and delivers ongoing development programs that strengthen team capability and service excellence.

Requirements

Self-starter, strong team player and possess strong organizational and time management skills
Demonstrated ability to build consultative, collaborative business partnerships
Ability to work effectively with all levels of management and partners and across a variety of audiences while maintaining positive and flexible attitude
Strong analytical and problem-solving skills with a flair for innovation and effective solutions
Excellent written and oral communication skills with keen attention to detail
Ability to mentor and have difficult conversations and develop entry level talent
Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, ownership, development, and accountability
High-energy team player who works successfully with others to create opportunities for change and supports the company’s strategic plan
Proficiency with internal customer service systems (CRIS, OAP, Calabrio), databases and Cisco phone and Zendesk contact systems, Microsoft Office products including Excel and PowerPoint
Previous experience building out Learning Management System, Absorb
High level of confidentiality to handle sensitive/confidential situations and documentation
Bachelor’s degree from an accredited university

Nice To Haves

Preferred 2 years+ call center leadership experience
3 years of experience in a training and development position
Strong understanding of customer service and support and group legal plan benefits

Responsibilities

The CSC Training and Development Specialist is responsible for managing the onboarding for the CSC, building a foundation of knowledge for new hires to the company, hearing from departmental leaders, learning our strategy, and culture
Creates, deploys, and continually improves the training processes, methodologies, and technology platforms to support the needs of the department
Create and deliver CSR job training, which is maintained to the most up-to-date processes, supporting all initiatives and programs, so that trainees are capable of performing the CSR job with minimal assistance
Complete QA evaluations and provide coaching regularly to CSRs, working closely with QA Specialist and CSC Supervisors to administer CSR development plans
Develop mentoring program; train and utilize mentors to support training needs with hands on training and instant constructive feedback
Develops monthly, quarterly, and annual training plan to deliver refresher training, seasonal CSC priorities, and skill based uptraining to support the achievement of CSC departmental performance goals and improvement of our Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
Continually evolves the CSC trainee program by gathering and analyzing feedback for trainees and Supervisors, shadowing CSRs to stay current on phone, chat, and email contact management, system usage, process changes making on-going program improvements or changes
Work with product owners to develop and deliver training for the continuous system launches and updates prior to launch dates.
Take calls as a CSR on a regular basis to maintain skills and knowledge of the role
Build and maintain a culture of empowerment, development, ownership, and accountability
Other duties as required or assigned