WORK BRIEF:This role requires skills for developing talents and bringing them up the learning curveto best potential to meet the minimum standards of our Healthcare client (US). This rolewould need to be knowledgeable about adult learning principles/techniques and handson to handle client specific training, modules, refreshers with swift content delivery inmind for the learners.CORE RESPONSIBILITIES? Train new hires or existing employees in a class-room based set-up on Contactcentre work and basics for a US Healthcare client.? Conduct multiple trainings for new hires and manage nesting/on-the-job-trainingalong with certification process and collaboration with operations.? Maintain the training effectiveness above the required threshold by holdingstrong governance process in training.? Ability to read through various standard operating procedures and communicatethe extracts to the trainees clearly.? Identify gaps between internal process and customers' expectations to helpbusiness produce the desired outcome.? Liaison with QA to calibrate process knowledge and other departments of thebusiness as required.? Conduct workshops for project team members on recent update and UShealthcare industry trends.? Perform user acceptance testing for any new process rollouts / automation in theprogram.? Provides refresher training for bottom quartile.? Support the team by performing floor trouble shooting to ensure all relevantqueries 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 easyunderstanding / 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 onneed basis? Keep abreast of latest training domain expertise from the market and share bestpractices? Maintain and publish training related reports on a timely basis with thestakeholdersEssential Knowledge:? Knowledge of Training techniques and presentation skills.? Ability to guage comprehension competency of the trainees and customizetraining 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 trainingcontent in best presentation mode? Leading, Controlling and Coaching training batches (both ways- in person andvirtually if required)? Flexibility is a must for night shifts, rotation, rest days to match as that requiredby 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.QualificationsMINIMUM QUALIFICATION:? 2 years of Training Experience in a BPO set-up (required Healthcare)
