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Senior Executive-Training-Process Training

3 weeks ago

Philippines EXL Full time
Description

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. 

Responsibilities

Classroom Management 

  • Conducts new hire interview and provide feedback to operations
  • Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process
  • Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)
  • Monitors attendance during the entire process training
  • Formulates effective exercises or assessments for essential learning improvements
  • Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
  • Continuously plans and organizes the training course and design as suited to the needs of the process
  • Ensure compliance to client and organizational policies and procedures
  • Reports directly to the client the update of the training class or process clarification
  • Deliberate new hires that needs support and coaching
  • Monitor trainee's post-nesting performance for the first 3 months after being endorsed to operations
  • Establish and define the structure of the learning context
  • Convey leadership to individuals and teams within scope
  • Implement and demonstrate efficient training methods 
  • Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs

Modules/Up-training/Initiatives

  • Develop and implement an effective system for process updates as and when required by the process/clients
  • Update Training curriculum on an ongoing basis with the help of Content Development Team
  • Conduct team huddle and provide floor and online support for process updates 
  • Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis
  • Conduct follow-up training sessions to measure training effectiveness
  • Collaborate with the quality and operations for process improvement

Other Functions:

  • Create training dashboard and attend in weekly/monthly business review
  • Partake during client visits
  • Support processes in migration phase
  • Steps up for the process in the absence of the Assistant Manager

     
Qualifications
Technical Skills 
  • Above average knowledge of MS Office applications (PowerPoint, Excel, Word) based on graded virtual simulation
  • Essential knowledge in internet usage and efficient email handling based on graded virtual simulation
  • Basic familiarity in use of projector, sound system and online-based training
  • Requisite background in contact center administration
  • Systematic  scheduling and good estimation of training timeline
  • Competent Training and Data Management
  • Determines system utilization requirements and testing systems 

Process Specific Skills 

  • Domain expertise
  • Demonstration of profound familiarity and technical skill relevant to the process 
  • Understanding and demonstrating the knowledge of end-to-end processes and appreciation of critical parameters
  • Continuous update and development of training module and good estimation of training timeline
  • High-quality knowledge on developing instructional modules and teaching aids in a simplified manner
  • Able to identify with and comprehend data and new information
  • Planning and Organizing skills - ability to prioritize the tasks and deliver assigned task per deadlines
  • Execution of providing customer service 

Soft Skills 

  • Verbal and written communication skills of at least B2 in HLEAP
  • Above average presentation skills
  • Self-disciplined and results oriented
  • Coaching and mentoring skills
  • Flexibility and urgency to handle pressure
  • Ability to discharge the responsibilities in a conflicting environment
  • Problem identification and analytical ability
  • Ability to multi task 
  • Interpersonal Skills
  • Customer Service Focus
  • Team Work and Adaptability
  • Ability to work with cross-cultural staff
  • Listening and time management skills
  • Management principles, human resources procedures, customer service and computer skills