Manager - Training
Firstsource
Chennai, Tamil Nadu, India
1d ago

Quality Roles :

  • Excellent knowledge in Healthcare contact Center operations & Provider operations
  • Familiar with all Contact centre metrics like ( AHT / ASA / Call Abandon / CSAT / FCR / and so on)
  • Perform quality review based on the documentation provided by client to ensure call quality meets all customer specifications
  • Collects all findings during the audits and perform effective root cause analysis along with Trainers , Auditors & ops supervisors
  • Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process
  • Circulate quality dashboards at agreed periodic intervals to all relevant stake holders
  • Conduct 1-0-1 coaching / feedback to Trainers and Auditors
  • Provide suggestions to Trainer and Auditors on how to improve quality.
  • Ability to coach and mentor Trainers and Ausitors
  • Manage Client calls pertaining to quality and Training
  • Tracks all feedback from client and provide constructive information to Trainers and Auditors
  • Participates in client knowledge calibration exercise
  • Understanding Client P&Ps and auditing documents and guidelines.
  • Record audit findings and prepare audit reports and circulate quality dashboard
  • Conduct review meeting and quality briefings to internal stakeholders
  • Own End to End Training and Quality portfolio for various accounts.
  • Analyse internal / client feedback and respond with details
  • Handling Feedback sessions efficiently.
  • Floor troubleshooting and get queries clarified with client.
  • Liaison with other functions and ensure smooth working relations.
  • Training Role :

    This position will be a key force in improving the skills of Associates at all levels in the project, supporting learners during training, and walking the talk through coaching and other support.

  • Coordinate Training including communicating with appropriate business owners : project Leaders and Managers; Support Trainers;
  • Subject Matter Experts, Leads and Associates to ensure all trainings are conducted on-time and with sufficient resources and facilities.

    Learning Plan development and implementation for low-performing associates, leads and managers including coaching / mentoring as needed.

    Training Administration and Reporting , Managing the training calendar, reporting on work outcomes and impact, scheduling, and partnering with Account leadership to deliver all curriculum development, training and other learning intervention requests.

    This role will also include use of surveys, quizzes, performance metrics and other available tools to evaluate the effectiveness of training and assess new Associate learning and skill development.

    The person hired for this role must be able to utilize the learning management system and test practice environment.

    Content Development Create training content as appropriate, and ensuring content properly reflects policies, processes and tools.

    This may also include modification of existing content, as well as creation of unique local content when required.

    Leadership Role Model ; given the high-profile and high-impact nature of this position, the Manger training must be able to embody and evoke leadership and management skill at a role model level, delivering services and interacting with colleagues with integrity.

    Qualification

  • 8 plus Years in Healthcare Domain
  • Fluent in written and verbal English.
  • 6 years minimum successful experience in Contact Center as a people manager and / or trainer / coach.
  • Skilled in planning, implementing and assessing training.
  • Excellent communication skills for the purpose of knowledge transfer and skill development, including superior skill in teaching coaching, mentoring, interpersonal skills and leadership in action.
  • Ability to collaborate with subject matter experts and managers in training development, delivery and modification.
  • Excellent one-to-many and one-to-one communication skills in both classroom and tutorial settings.
  • Demonstrated experience delivering soft skills, customer service, technology skills and / or systems training.
  • Excellent classroom management and blended learning facilitation skills.
  • Demonstrated knowledge of adult learning and training practices especially in technical support contexts.
  • Ability to use multiple learning methods and link appropriate methods with subject matter.
  • Skilled in explaining technical topics to novices.
  • Skilled in use of training technology for delivery and use of technology for development of training materials and general work deliverables.
  • Demonstrated experience working with remote teams
  • Transform Knowledge into skill
  • Reporting Structure

  • Reports to General manager in the function
  • Qualification & Experience

    Critical :

  • Graduation in any discipline
  • Willingness to work in day / night shift
  • 8+ years of experience in US Contact center process with 5 years of experience in auditing domain.
  • Desirable :

  • Proficiency in MS Office (PowerPoint, Excel & Word)
  • Competency in QC tools
  • Competency to understand processing guidelines
  • Excellent Communication Skill (Oral & Written)
  • Critical :

  • 5 / 6 days working in a week i.e. based on business requirement. In need basis, should work on weekends / holidays if the production team operates on those days
  • Desirable :

    Personal Attributes / Traits

  • Consultative
  • Socially confident
  • Achievement oriented
  • Decisive and action oriented
  • Creative
  • Eager to learn
  • Competencies

  • Business Foresight
  • Influencing Others
  • Fostering Partnerships With Customers
  • Managing Transformation
  • Driving Excellence
  • Leading Teams
  • Working Across Boundaries
  • Job Title :

    Manager Training & Quality

    Level :

    Manager / Sr. Manager

    Hiring Location : Bangalore

    Department / Group : Service Excellence

    Business Unit : Healthcare

    Travel Required : Salary Range :

    Salary Range : Sub Process :

    Sub Process : Voice / Non Voice :

    Voice / Non Voice : Voice

    Reporting To : Senior Manager

    Quality Roles :

  • Excellent knowledge in Healthcare contact Center operations & Provider operations
  • Familiar with all Contact centre metrics like ( AHT / ASA / Call Abandon / CSAT / FCR / and so on)
  • Perform quality review based on the documentation provided by client to ensure call quality meets all customer specifications
  • Collects all findings during the audits and perform effective root cause analysis along with Trainers , Auditors & ops supervisors
  • Generate multiple level of analysis from the audit findings and identify opportunities to improve overall process
  • Circulate quality dashboards at agreed periodic intervals to all relevant stake holders
  • Conduct 1-0-1 coaching / feedback to Trainers and Auditors
  • Provide suggestions to Trainer and Auditors on how to improve quality.
  • Ability to coach and mentor Trainers and Ausitors
  • Manage Client calls pertaining to quality and Training
  • Tracks all feedback from client and provide constructive information to Trainers and Auditors
  • Participates in client knowledge calibration exercise
  • Understanding Client P&Ps and auditing documents and guidelines.
  • Record audit findings and prepare audit reports and circulate quality dashboard
  • Conduct review meeting and quality briefings to internal stakeholders
  • Own End to End Training and Quality portfolio for various accounts.
  • Analyse internal / client feedback and respond with details
  • Handling Feedback sessions efficiently.
  • Floor troubleshooting and get queries clarified with client.
  • Liaison with other functions and ensure smooth working relations.
  • Training Role :

    This position will be a key force in improving the skills of Associates at all levels in the project, supporting learners during training, and walking the talk through coaching and other support.

  • Coordinate Training including communicating with appropriate business owners : project Leaders and Managers; Support Trainers;
  • Subject Matter Experts, Leads and Associates to ensure all trainings are conducted on-time and with sufficient resources and facilities.

    Learning Plan development and implementation for low-performing associates, leads and managers including coaching / mentoring as needed.

    Training Administration and Reporting , Managing the training calendar, reporting on work outcomes and impact, scheduling, and partnering with Account leadership to deliver all curriculum development, training and other learning intervention requests.

    This role will also include use of surveys, quizzes, performance metrics and other available tools to evaluate the effectiveness of training and assess new Associate learning and skill development.

    The person hired for this role must be able to utilize the learning management system and test practice environment.

    Content Development Create training content as appropriate, and ensuring content properly reflects policies, processes and tools.

    This may also include modification of existing content, as well as creation of unique local content when required.

    Leadership Role Model ; given the high-profile and high-impact nature of this position, the Manger training must be able to embody and evoke leadership and management skill at a role model level, delivering services and interacting with colleagues with integrity.

    Qualification

  • 8 plus Years in Healthcare Domain
  • Fluent in written and verbal English.
  • 6 years minimum successful experience in Contact Center as a people manager and / or trainer / coach.
  • Skilled in planning, implementing and assessing training.
  • Excellent communication skills for the purpose of knowledge transfer and skill development, including superior skill in teaching coaching, mentoring, interpersonal skills and leadership in action.
  • Ability to collaborate with subject matter experts and managers in training development, delivery and modification.
  • Excellent one-to-many and one-to-one communication skills in both classroom and tutorial settings.
  • Demonstrated experience delivering soft skills, customer service, technology skills and / or systems training.
  • Excellent classroom management and blended learning facilitation skills.
  • Demonstrated knowledge of adult learning and training practices especially in technical support contexts.
  • Ability to use multiple learning methods and link appropriate methods with subject matter.
  • Skilled in explaining technical topics to novices.
  • Skilled in use of training technology for delivery and use of technology for development of training materials and general work deliverables.
  • Demonstrated experience working with remote teams
  • Transform Knowledge into skill
  • Reporting Structure

  • Reports to General manager in the function
  • Qualification & Experience

    Critical :

  • Graduation in any discipline
  • Willingness to work in day / night shift
  • 8+ years of experience in US Contact center process with 5 years of experience in auditing domain.
  • Desirable :

  • Proficiency in MS Office (PowerPoint, Excel & Word)
  • Competency in QC tools
  • Competency to understand processing guidelines
  • Excellent Communication Skill (Oral & Written)
  • Critical :

  • 5 / 6 days working in a week i.e. based on business requirement. In need basis, should work on weekends / holidays if the production team operates on those days
  • Desirable :

    Personal Attributes / Traits

  • Consultative
  • Socially confident
  • Achievement oriented
  • Decisive and action oriented
  • Creative
  • Eager to learn
  • Competencies

  • Business Foresight
  • Influencing Others
  • Fostering Partnerships With Customers
  • Managing Transformation
  • Driving Excellence
  • Leading Teams
  • Working Across Boundaries
  • Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form