Senior Training & Process Lead (USRN)

ExlService Holdings, Inc.; Hinoba-an; On-site; PHP 420,000 - 660,000; Full time

Job summary

EXL is seeking a highly organized MIS Executive to join our Training-Process Training team for USRN operations. You will optimize data management, streamline information flows, and ensure timely reporting to support operations.

The role focuses on classroom management, up-training for new hires, and developing effective training curricula. Strong communication and coaching skills are essential to drive performance improvements.

Qualifications

• 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

Responsibilities

• Classroom management and oversight of training sessions
• Conducts new hire interviews and provides feedback to operations
• Delivers classroom process training and up-training for new hires and transfers
• Provides clinical capability development trainings to Operations frontline staff
• Monitors attendance throughout training
• Creates effective exercises or assessments for learning improvements
• Evaluates programs and processes for quality and improvements
• Plans and updates training course design to meet process needs
• Ensures compliance with client and organizational policies
• Reports training updates to client and internal stakeholders
• Mentors new hires post-nesting during initial operation phase
• Defines learning structure and learning context
• Demonstrates efficient training methods and leadership within scope
• Collaborates with team for knowledge transfer and process alignment
• Develops and updates training curriculum with Content Development Team
• Conducts team huddles and floor/online support for updates
• Assesses developmental/training needs via Training Needs Analysis
• Measures training effectiveness through follow-up sessions
• Collaborates with quality and operations for process improvements
• Contributes to production or handling duties in absence of training batch

Skills

MS Office

Training & development

Data management

Clinical training

Process training

Communication skills

Coaching & mentoring

Cross-functional collaboration

Attendance monitoring

Documentation & reporting

Tools

PowerPoint

Online training platforms

Projector setup

Job description

EXL is seeking a highly organized MIS Executive to join our Training-Process Training team for USRN operations. You will optimize data management, streamline information flows, and ensure timely reporting to support operations.

The role focuses on classroom management, up-training for new hires, and developing effective training curricula. Strong communication and coaching skills are essential to drive performance improvements.