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Customer Service Trainer

Primary Location: Phoenix, AZ
Additional Locations: AZ-Phoenix
Assists design and development of curriculum and Develops and delivers training sessions to a uniquely defined designated audiences of learners. Collaborate with local leadership and national curricula design teams to ensure the successful development and transfer of learning from the classroom back to the job. Oversees the classroom environment for long-term and complex training situations, managing all aspects of student performance and feedback to management.

Fundamental Components:
  • Perform performance analysis with business leaders to identify performance gaps, appropriate training interventions, and other variables required to improve business performance.
  • Actively engage with the national curriculum design and development organization(s) to collect and coordinate subject matter expertise, to collaborate on and influence the design and development of curriculum and to ensure that the right curriculum is developed using the appropriate learning medium.
  • Revise and customize national curriculum to reflect unique geographic, product and/or audience variations.Lead training sessions for designated audiences.
  • Initiates & participates in the administrative process of Aetna's performance management processes in hew hire situation with appropriate business/educational management.
  • Work with local business leaders to align the performance variables required to transfer learning back to the job.
  • Assess the effectiveness of training programs during and at designated intervals after delivery.
  • Develop and conduct follow-up assessments to determine the effectiveness and, when appropriate, ROI of training programs.
  • Provide feedback from program participants and local business leaders back to national curriculum design and development organization(s).
  • Participate in the development effort to enhance the curricula based on that feedback
  • Exhibits behaviors outlined in Trainer Skills

Background Experience:
  • Strong technical knowledge of the function being trained.
  • Excellent platform skills and the ability to interact effectively with people at all levels of the organization.
  • Previous training experience or proven platform skills desirable.
  • 3-5 years experience in appropriate technical function.
  • Education in adult learning principles and best in practice learning techniques Bachelor's degree desired or equivalent work experience.

Required Skills:
General Business - Communicating for Impact, Leadership - Creating a World Class Workforce, Leadership - Engaging and Developing People

Desired Skills:
Leadership - Collaborating for Results, Leadership - Creating Accountability, Leadership - Driving Change

Potential Telework Position:

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.


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