PLEASE ATTACH YOUR CV/RESUME- DUTIES & RESPONSIBILITIES: Shall deliver continuous training and development programs for the agentsDevelop and deliver training and certification programs to enhance knowledge and skillsResponsible for implementation of training courses including outlines and syllabus for the platform they are assigned toResponsible for maintenance and inventory of all training material they are assigned toDevelops and implements report methodology to determine status and to verify their certification into the operationsAccountable for the quality of all agents brought to the floor sign off methodologyAdheres to schedule of training programsAttends training meetingsExpands training knowledge through seminars and keeping abreast of current training issuesWorks with Operations and Quality Assurance to understand the largest problem areas of the current agents, to institute into the training processWorks with operations to design and implement refresher training for current certified agents
General Safety and Security
Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS)Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functionsRemain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH) as appropriate COMPETENCY REQUIREMENTS: With Moderate Competency Level in ff.: Process ImprovementPerformance ManagementDiscipline Management With Expert Competency Level in ff.: Communication Skills (Spoken)Communication Skills (Written)Customer Service OrientationComputer LiteracySense of UrgencyPassion for ExcellenceWorking in Teams / Interpersonal SkillsWork OrganizationPeople Management / Team OrientationDrive for Results / ExecutionThriving in ChangeExpertise / Analytical SkillsReasoning SkillsProduct KnowledgeProblem SolvingClassroom ManagementPresentation SkillsTraining Needs AnalysisTraining Design and DevelopmentCoaching OTHER REQUIREMENTS: Reports to:
Training Manager or Senior Line Trainer
Education and/or Experience:
Completed a 3 or 4-year university degree, alternatively completed a 2-year university or a technical degree with 3+ years of Inbound Customer Service Call Experience
Minimum of 3 years' experience in a similar capacity in the call center industry
Certificates, Licenses, Registrations:
Prior to starting product training for a Provider Call Program, must pass English fluency tests ensuring their ability to meet the required attributes. Tests are designed by the company.
Product or Line Trainers shall be certified by RP. Personnel must receive training necessary to receive certification at the levels specified in the SOW (Trainer Level of Certification).
Work environment:
The work environment is professional office workplace. Business casual attire.
Physical demands:
Requires evening or graveyard work
May require overtime, weekend, or holiday work depending on business needs.