FT Trainer

The resource would be part of a dynamic team which will be working with the other members of the
Training, Operations, and the Quality teams to manage conduct of new hire training, while also
being responsible for the quality performance of the newly trained resources by planning and
executing various interventions during the on-the-job training phase.FT Trainer

Education:

• Graduation, training certifications would be an added advantage

Experience:

• Minimum 4+ years’ experience in U.S Healthcare Training

Mandatory Skills:

• Extensive experience in Voice Based International Contact Centre

• Experienced in VERSANT and other Language proficiency systems

• Responsible for language & soft skills target for the Business

• Experience in Logger and ACD management tools

• Support training for frontline support engineers in language & soft skills as per standards set by the SLA

• Responsible for identifying performance gaps in the area of language & soft skills and come up with a suitable training strategy & implement the same through training & coaching.

• Responsible for devising & implementing a measurement system for language effectivenesslevel from entry to exit.

• Calibrating & certifying New Hires and Existing Resources from Voice & Soft Skill parameters

• Conduct ‘Train the Trainer” programs

• Develop Content using ID Principles (Instructor Guide, Student Guide, Exercise Book,

• Presentation & Knowledge Measure)

• Sound knowledge of training delivery and facilitation including in virtual environments,

• Developing learning assets using multiple delivery options and media.

• Proven participation on Training Improvements Projects.

• Demonstrate research and analytical skills in evaluating effectiveness and effort of voice

• based learning Programs.

• Awareness of ISO, ISMS & other Compliance and Audit Parameters

• Astute understanding of MS Office Tools

Preferred Skills:

• Eye for detail

• Facilitation skills (Group & Individual)

• Exceptional communication skills

• Feedback & coaching Skills

• Deep understanding of operational metrics & targets

• Experience of continuous process improvements would be an added advantage

• Should be adept at planning & organization

• Have thorough knowledge and understanding of global training practices and methodologies

• Strong people management skills and being result oriented

Roles & responsibilities:

• Managing Training Operations & partnering with Operations in respect to SOFT SKILLS &VOICE SKILLS improvement.

• Driving key initiatives & continuous improvements across the identified LOB’s

• Making sure the Training VOE & Stakeholder feedback are taken care of.

• Managing the batch throughput is as per the business targets and maintain healthy firstpass yield (as per defined targets)

• Responsible for OGT batches delivery to Production as per standard throughput designedthe Operations team

• Managing batch productivity & batch quality till the 90 days post OJT

• Establishing and leading a review cadence, creating performance benchmarks to measure and report to management

• Managing & working with clients, internal teams to drive Content Change management,Effectiveness and Availability

• Identifying and managing stakeholders by establishing requirements, performance reviews,

• collating feedback and drafting improvement plans where necessary

• Investing a substantial amount of time into self & team/ people development, by way of

• upskilling, cross skilling, and formalized individual development plans

• Initiating or being a part of major improvement initiatives towards betterment of training

• practices, measurement, and overall soft skill and Voice process improvement

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Quezon City, Bridgetowne ZetaPhilippines

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