Training Supervisor

4 days ago

Pasig, National Capital Region, Philippines Omega Healthcare Management Services Inc. Full time ₱200,000 - ₱800,000 per year

PRIMARY DUTIES AND RESPONSIBILITIES:

· Give feedback and coach Process Coaches on their key job capabilities.

· Assign and monitor tasks that are aligned with the goals of training in supporting new hire and tenured agent performance as determined by TNIs and other support group analysis.

· Ensure that coaching, refresher training and assessments commence and conclude within set timeframes.

· Give feedback and coach associates on key job capabilities based on QA findings.

· Monitor determined groups of associates in accordance with the QA guidelines by listening to calls and/or evaluating agent output, and provide timely coaching and feedback follow-through.

· Ensure that coaching, refresher training and assessments happen as per findings in the QA audits.

· Ensure that all the coaching logs are up to date.

· Manage SOPs and make sure that latest version is being used, by updating the associates on the floor.

· Update and develop content as per the latest SOP and process updates given by the clients.

· Feed relevant information to the MIS trackers as per guidelines.

· Monitor associates in accordance with the QA guidelines by listening to their calls and providing timely coaching and feedback follow-through.

· Conduct specialty training programs

· Deliver refresher training sessions

· Participate and assist in implementing plans for training delivery

· Deliver training, measure and document trainee performance

· Keep records of metrics for the training function

· Generate reports and submit them in a timely manner

· To ensure confidentiality, integrity and availability of all data dealt in course of work

· Ensure the completion of compliance awareness training

· To share the client login id deactivation to compliance team timely manner

· Adhere to the WFH policy

· Adhere to the Organizations information security requirements

Candidate Profile:

· Candidate must possess at least a Bachelor's/College Degree in Nursing/Registered Nurse

· Required skill(s): Excellent English communication skills, admirable presentation skills, good customer service orientation.

· Preferably 1-4 years experienced employees specializing in Training & Learning Development or equivalent in the healthcare space or industry (Prior Authorization, Utilization Management Review, Clinical Appeals)

· Must have experience working as a Communications trainer / Coach in the BPO industry for 2 years or more.

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