Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get.
Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably.
There's no room for error. Join us and start doing your life's best work.(sm)
Manage all aspects of training for one or more contact center locations. Plans, develops, and manages activities associated with the training and development of contact center Agents, Trainers, and Management within company guidelines and client expectations.
Ensures all client training deliverables are completed and will work across sites to ensure consistency in client training approaches.
They also evaluate, support, and coach Trainers to deliver interactive training sessions using the Learning Solutions training methodology.
Primary Responsibilities :
Manage multiple Trainers at one or more contact center locations to effectively deliver all client and company required new hire and on-going training
Ensure consistency of client training delivery within and across sites. Responsible for sharing and implementing best practices which drive consistency
Ensure all Training staff members are certified and have completed all client and company required certification courses
Ensure trainers complete required phone time handling agent-level calls to maintain knowledge of program(s)
Calibrate with Ops and support functions and is effective in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and employees
Interview, hire, train, and mentor Training staff to support the needs of assigned location(s)
Coordinate resources with Operations and Human Resources for all requested new hire training class demands, including assignment of Training staff and coordinating logistics to ensure a seamless process for new hires
Coordinate client and company compliance training as required
Oversee Academy Bay (A-Bay) and ensures all required training modules and assessments, coaching for Results sessions, support ratios, staff certification, and graduation quality standards are adhered to
Verify all new hire graduation standards are met before releasing agents to A-Bay and / or Operations
Maintain records and evaluates statistical reports to evaluate performance of trainers and implement action plans to correct performance deficiencies
Provide frequent coaching sessions to review performance, survey results and develop skills
Reinforce the Learning Solutions training methodology (OGS Way to Train) adult learning principles in all new hire and reinforcement training events
Build and incorporates client role play scenarios into the new hire training materials and develops trainers to be effective and engaging facilitators
Assess effectiveness of client programs and interfaces with clients for new and existing training initiatives
Analyze training needs, identify appropriate training solutions, and partner with Operations for new training programs and reinforcement training
Make recommendations to the client for curriculum and training approach improvements
Work with operations to create value added training sessions and materials to meet company and client expectations
Partner with Workforce Management, Operations Management, and Recruiting to design and execute staffing ramps during seasonal peak call times
Deliver training to management level audiences, including areas such as processes and systems, policies and procedures, behavioral coaching and mentoring, time management, leadership development, etc.
Drive adherence to all Operations Playbook standards
Create a disciplined training organization that mirrors operations and ensures all policies and procedures are correctly managed during new hire training
Respective departments over-all performance and for motivating team to exceed department goals and objectives
Understand and comply with all policies, procedures, and regulations relating to job duties
Perform other duties as assigned by management
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and / or re-assignment to different work locations, change in teams and / or work shifts, policies in regards to flexibility of work benefits and / or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).
The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications :
College Graduate of any course
5+ years of experience as a Supervisor in a BPO Training environment
5+ years of experience in BPO Operational Training
Excellent Communication and Writing skills
Experience in People Management and Mentoring
Experience in Performance and Metric Management
Experience in Instructional Design
Experience in Project and Stakeholder Management (internal and external)
Microsoft Application Proficiency (with the ability to Pivot, Report, Dashboards, Analyzing Metric Data and Medium Complexity Formulas)
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone.
So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve.
Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential.
For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Diversity creates a healthier atmosphere : Optum is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords : Training Supervisor, People Management, Mentoring, Performance and Metric Management, Project and Stakeholder Management, Instructional Design, Cebu City, Cebu