Minimum 2-3 years’ experience in a trainer role within contact center environment with extensive understanding of call center operations, technologies, and processes. Please refer to the job advert for further information.
BPM Trainer (US based Healthcare Project) - Chennai, India
Chennai Based Position
Operating within US Health Care Sector
Key Purpose of Role:
As the Trainer the successful candidate will be responsible to deliver training, manage the learning function, measure and evaluate the results of training to enhance employees’ skills, performance, productivity and quality of work.
- Conduct effective induction and orientation sessions
- Ensure the training schedule is adhered to and report challenges.
- Report trends on training results.
- Deploy a wide variety of training methods.
- Monitor and evaluate training program’s effectiveness, success and report on them
- Resolve any specific problems and tailor programs as necessary
- Maintain a keen understanding of training trends, developments and best practices
- Identify coaching and training needs and address the same.
- Ensure all the trainees reach their full potential on knowledge and understand the concepts well.
- Change advocate - with a capability to manage a team through continuous improvement with changing resource needs
- Act as the overall point of escalation for the team during the training period.
- Ensure full adherence to the compliance & regulatory requirements by the team
- Quickly gain an understanding of the processes and systems in use.
- Ability to resolve issues within the team to avoid escalations and to create a learning culture within the team on resolution skills
- Producing reports as and when required on current and projected performance
- Manage all performance related matters with all team members; taking appropriate formal action as required.
- Adaptable and flexible to meet business and operations requirements
- Be the voice of the customer in the Company
- Any ad-hoc and all other duties as the role evolve.
Key Competencies
- Excellent communication and leadership skills
- Track record in executing successful training programs
- Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
- Ability to plan, multi-task and manage time effectively
- Strong report writing and record keeping ability
Eligibility Criteria
- Minimum Graduate
- Minimum 2-3 years’ experience in a trainer role within contact center environment with extensive understanding of call center operations, technologies, and processes.
- Preference of working knowledge about the US Health care domain, processes and procedures
- Commercially aware, customer centric individual
- Quick learner
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