FT Trainer

Sagility Philippines B.V Branch; Philippines; On-site; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Restaurant d'entreprise

Indemnités de stage/alternance

Job summary

Sagility Philippines B.V Branch is seeking a FT Trainer to lead and manage new-hire training with a focus on language and soft-skill development in a U.S. healthcare context. The role collaborates with Training, Operations, and Quality teams to ensure high training quality and performance outcomes.

The role requires 4+ years of U.S. healthcare training experience, expertise in voice-based contact centres, and proficiency with Versant and language systems.

Qualifications

• 4+ years of U.S. healthcare training experience.
• Experience in voice-based international contact centre.
• Proficiency with Versant and language systems.
• Responsible for language & soft skills targets per SLA.
• Knowledge of ISO/ISMS compliance and audits.

Responsibilities

• Manage Training Operations and improve soft and voice skills with Operations.
• Drive continuous improvements across identified LOBs.
• Ensure Training VOE and stakeholder feedback is addressed.
• Oversee batch throughput to meet business targets and first-pass yield.
• Deliver OGT batches to Production per standard throughput.
• Lead content change management with clients and internal teams.

Skills

Voice-based contact centre

Versant proficiency

Language & soft skills

ACD tools

Training delivery

Education

Graduation

Training certifications

Tools

Logger

ACD systems

Job description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The resource would be part of a dynamic team which will be working with the other members of the Training, Operations, and the Quality teams to manage conduct of new hire training, while also being responsible for the quality performance of the newly trained resources by planning and executing various interventions during the on-the-job training phase.

Job title: FT Trainer

Education:

Graduation, training certifications would be an added advantage

Experience:

• Minimum 4+ years’ experience in U.S Healthcare Training

Mandatory Skills:

• Extensive experience in Voice Based International Contact Centre
• Experienced in VERSANT and other Language proficiency systems
• Responsible for language & soft skills target for the Business
• Experience in Logger and ACD management tools
• Support training for frontline support engineers in language & soft skills as per standards set by the SLA
• Responsible for identifying performance gaps in the area of language & soft skills and come up with a suitable training strategy & implement the same through training & coaching.
• Responsible for devising & implementing a measurement system for language effectivenesslevel from entry to exit.
• Calibrating & certifying New Hires and Existing Resources from Voice & Soft Skill parameters
• Conduct ‘Train the Trainer’ programs
• Develop Content using ID Principles (Instructor Guide, Student Guide, Exercise Book, Presentation & Knowledge Measure)
• Sound knowledge of training delivery and facilitation including in virtual environments, Developing learning assets using multiple delivery options and media.
• Proven participation on Training Improvements Projects.
• Demonstrate research and analytical skills in evaluating effectiveness and effort of voice based learning Programs.
• Awareness of ISO, ISMS & other Compliance and Audit Parameters
• Astute understanding of MS Office Tools

Preferred Skills:

• Eye for detail
• Facilitation skills (Group & Individual)
• Exceptional communication skills
• Feedback & coaching Skills
• Deep understanding of operational metrics & targets
• Experience of continuous process improvements would be an added advantage
• Should be adept at planning & organization
• Have thorough knowledge and understanding of global training practices and methodologies
• Strong people management skills and being result oriented

Roles & responsibilities:

• Managing Training Operations & partnering with Operations in respect to SOFT SKILLS & VOICE SKILLS improvement.
• Driving key initiatives & continuous improvements across the identified LOB’s
• Making sure the Training VOE & Stakeholder feedback are taken care of.
• Managing the batch throughput is as per the business targets and maintain healthy firstpass yield (as per defined targets)
• Responsible for OGT batches delivery to Production as per standard throughput designed the Operations team
• Managing batch productivity & batch quality till the 90 days post OJT
• Establishing and leading a review cadence, creating performance benchmarks to measure and report to management
• Managing & working with clients, internal teams to drive Content Change management, Effectiveness and Availability
• Identifying and managing stakeholders by establishing requirements, performance reviews, collating feedback and drafting improvement plans where necessary
• Investing a substantial amount of time into self & team/ people development, by way of upskilling, cross skilling, and formalized individual development plans
• Initiating or being a part of major improvement initiatives towards betterment of training practices, measurement, and overall soft skill and Voice process improvement

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Location:

Quezon City, Bridgetowne ZetaPhilippines