Capability Development – Trainer in Leading BPO

FirstSource

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2 months ago

Capability Development – Trainer in Leading BPO

4-12 Year(s)

40 - 60 Thousand p.m

Cebu Central Visayas

Job Description

Key Skills

Customer Service Quality assurance Quality Assurance/QA

5 candidate(s) have already applied for this Job. Apply now

WORK BRIEF:

This role requires skills for developing talents and bringing them up the learning curve to best potential to meet the minimum standards of our Healthcare client (US). This role would need to be knowledgeable about adult learning principles/techniques and hands on to handle client specific training, modules, refreshers with swift content delivery in mind for the learners.

CORE RESPONSIBILITIES • Train new hires or existing employees in a class-room based set-up on Contact centre work and basics for a US Healthcare client. • Conduct multiple trainings for new hires and manage nesting/on-the-job-training along with certification process and collaboration with operations. • Maintain the training effectiveness above the required threshold by holding strong governance process in training. • Ability to read through various standard operating procedures and communicate the extracts to the trainees clearly. • Identify gaps between internal process and customers’ expectations to help business produce the desired outcome. • Liaison with QA to calibrate process knowledge and other departments of the business as required. • Conduct workshops for project team members on recent update and US healthcare industry trends. • Perform user acceptance testing for any new process rollouts / automation in the program. • Provides refresher training for bottom quartile. • Support the team by performing floor trouble shooting to ensure all relevant queries are tracked and answered appropriately. • Periodic knowledge calibration with client and internal functions. Value-Add Responsibilities: • Create content / training material for effective training • Revamp the training materials to suit the need of current business and easy understanding / knowledge transfer to trainees. • Proactively provide TNI intel to the line manager and business • Conduct and assist timely interviews from a training point of view, if required on need basis • Keep abreast of latest training domain expertise from the market and share best practices • Maintain and publish training related reports on a timely basis with the stakeholders Essential Knowledge: • Knowledge of Training techniques and presentation skills. • Ability to guage comprehension competency of the trainees and customize training content delivery. • Knowledge of customer service principles, techniques, systems, and standards. • General knowledge of Training Domain. Essential Skills: • Must be fluent in communication, both verbal and written to deliver the training content in best presentation mode • Leading, Controlling and Coaching training batches (both ways- in person and virtually if required) • Flexibility is a must for night shifts, rotation, rest days to match as that required by the business • Organize, prioritize, and schedule training assignments and projects. • Foster a cooperative work environment. • Skill in examining of trainees and adapting training delivery. • Coaching Skills. • Consultative and Socially Confident.

Qualifications MINIMUM QUALIFICATION: • 2 years of Training Experience in a BPO set-up (preferably Healthcare

Role

Process Trainer

Timings

US-Type Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

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15 - 25 Thousand p.m

Cebu Central Visayas, Philippines

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