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 (required Healthcare)