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Jobs at Cowan Insurance Group

Call Centre Trainer

Location: Ottawa, Ontario, Canada

Department: Third Party Insurance Services

Type: Full Time

Min. Experience: Mid Level

Job Summary:      

Reporting to the Director, Third Party Insurance Services, this position requires a hands-on, bilingual individual with strong communication skills and significant call centre experience who will align all communication standards for the Call Centre and other TPA/TPP departments that communicate with Clients, Members, Provider, etc. This will be accomplished through:


  • Training new Call Centre employees (high turnover environment)
  • Providing training to other departments on client service techniques
  • Telephone scripting
  • Blue Butler maintenance and support
  • Developing, training and implementing new processes to support SLA metrics such as call length control, de-escalation processes, etc.
  • Designing and maintaining training manuals and reference sources
  • Managing software and identifying efficiencies or deficiencies
  • “Go-to” source for call rep questions on processes and practices
  • Conduct rep call evaluations and report on QA metrics to Supervisor (weekly)
  • Act as backup and support for Supervisor including overtime and during extra hour service periods.



  • Post-secondary education preferred
  • Minimum 5 years insurance and/or inbound customer service experience
  • Must be fluently bilingual, written and oral, in both official languages (English and French)
  • Thorough knowledge of customer service processes and customer dispute resolution
  • Experience with call length and call answer metrics and overall call centre service target strategies
  • Knowledge of health and dental insurance policies and claims processes
  • Excellent analytical, interpretive, and organizational skills with strong attention to detail
  • Training experience including resource material planning and agenda structure
  • Superior interpersonal skills and customer service skills
  • Excellent problem solving and decision making skills
  • Thrive in fast-paced, ever-changing environment
  • Lead and develop employees while multi-tasking on projects
  • Proficiency in MS Office products with advanced knowledge of Excel and PowerPoint
  • Must be able to work non-standard business hours and/or overtime when required

We invite interested candidates submit their resume in confidence to human.resources@cowangroup.ca. While we appreciate the interest of all applicants, we will contact only those selected for interviews.  If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision. 

We are an Equal Opportunity Employer. Employee candidates will be selected strictly on the basis of an individual's technical qualifications, knowledge and experience, as they relate to the requirements of a particular position. Selections will be made without regard to: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed (religion), sex, sexual orientation, handicaps (physical or mental), age, marital status, family status, or the receipt of public assistance or record of offences.

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