Senior Executive-Training-Process Training

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. 

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
  
   

• 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