Your Impact:
Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions.
Manages and maintains the Five9 contact center system, ensuring alignment with business needs through proper configuration, user account management, and permissions.
Creates, updates, and maintains training documentation and resources that clearly outline service standards, systems tools, policies, and procedures to support consistent staff performance.
Partners with department leadership to assess staff competencies, identify skill or knowledge gaps, and implement targeted training or coaching solutions.
Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed.
Collects and reports on training and quality metrics using call monitoring and shadowing data to measure program effectiveness, identify trends, and recommend ongoing improvements.
Maintains up-to-date business knowledge across Life & Health and BIL units, insurance products, policy systems, and industry trends; collaborates with Corporate Learning & Development to continuously enhance training content and delivery.
Successful Candidates Will Have:
Bachelor’s degree in business management, business administration, education, or related field of study.
5+ years working in a professional training environment with at least 2+ years of experience in instructional design.
Experience in a contact center environment with a focus on Five9 administration preferred.
Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization.
Prior experience in the insurance industry is preferred including a Life & Health or Property & Casualty (P&C) insurance license also being highly desirable.
One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem. For more information, please visit one80.com. If you have any questions about this posting, please contact [email protected].
Pay Range:
$51,800 - $59,200 AnnualThe pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role.
One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers.
Personal information submitted by California applicants in response to a job posting is subject to One80's California Job Applicant Privacy Notice .
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What We Do
One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, the company offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services and warranty business. One80 serves commercial companies, non-profits, public entities, individuals and associations and unions, and has access to all major insurance markets in the US, Canada and UK. One80 has offices in more than 55 locations in the US and Canada. For more information visit www.one80intermediaries.com With expertise in marine, transportation, property, casualty, financial lines, medical stop loss, personal lines, travel/accident and health, life insurance and warranty coverage we provide in-house binding authority and access to market leading carriers on both sides of the Atlantic. One80 serves commercial companies, non-profits, public entities and individuals, and has access to all major insurance markets in the US, UK and Canada. One80 has offices in 46 locations nationwide including Boston, New York City, Chicago, Cleveland, Cincinnati, Miami, Atlanta, Houston, Dallas, San Antonio, Omaha, Mountain View, Philadelphia, San Diego, Seattle, Toronto, and Montreal
