PLEASE ATTACH YOUR CV/RESUME-
DUTIES & RESPONSIBILITIES:
• Shall deliver continuous training and development programs for the agents
• Develop and deliver training and certification programs to enhance knowledge and skills
• Responsible for implementation of training courses including outlines and syllabus for the platform they are assigned to
• Responsible for maintenance and inventory of all training material they are assigned to
• Develops and implements report methodology to determine status and to verify their certification into the operations
• Accountable for the quality of all agents brought to the floor sign off methodology
• Adheres to schedule of training programs
• Attends training meetings
• Expands training knowledge through seminars and keeping abreast of current training issues
• Works with Operations and Quality Assurance to understand the largest problem areas of the current agents, to institute into the training process
• Works 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 functions
• Remain 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.:
1. Process Improvement
2. Performance Management
3. Discipline Management
With Expert Competency Level in ff.:
1. Communication Skills (Spoken)
2. Communication Skills (Written)
3. Customer Service Orientation
4. Computer Literacy
5. Sense of Urgency
6. Passion for Excellence
7. Working in Teams / Interpersonal Skills
8. Work Organization
9. People Management / Team Orientation
10. Drive for Results / Execution
11. Thriving in Change
12. Expertise / Analytical Skills
13. Reasoning Skills
14. Product Knowledge
15. Problem Solving
16. Classroom Management
17. Presentation Skills
18. Training Needs Analysis
19. Training Design and Development
20. Coaching
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.