Trainer - BPO Experience (Cebu-Based Only)

Trainer – Cebu based with BPO Experience

Education and Experience

·      Must possess a Bachelor’s/College degree in any field

·      A minimum of 1 year experience in customer service voice account required,

·      Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred

·      Proven track record of performance.

Summary of Position

·      Responsible for providing staff with superior training through delivering the following: New hire training, refresher trainings, soft skills and product training, cross training and up trainings using best in class facilitation methods and incorporate performance measures to accelerate learning.

·      Principal Accountabilities

·      Deliver new hire training, refresher trainings, soft skills and product training, cross training and up trainings.

·      Manages training – related logistics and maintains metrics surrounding training effectiveness – solicit and act upon feedback.

·      Works closely with operations to identify development areas for the team and define a road map for success. Involve leaders in coaching reinforcement and early engagement with new hires.

·      Develop and training of self and co-workers

·      Works collaboratively with other departments to research and resolve issues. Suggest and share ideas for system and process improvement.

·      Maintains accurate records and reports pertaining to training classes – prepare and submit pre & post training documentation.

·      Performs other duties that may be assigned from time to time.

Position Success Criteria

·  Strong Customer Service Skills and Professionalism

·  Ability to multi-task

·  Excellent Communications Skills, written and oral

·  Excellent interpersonal skills - ability to effectively give and receive feedback at all levels

·  Proficient in computer skills and aptitude such as but not limited to MS office application, email, Internet explorer and all tools required.

·  Excellent organizational and time management skills; 

·  Ability to meet deadlines in high demand environment.

·  Flexibility to work on a shifting schedule.

·  Ability to adapt to changes quickly and think conceptually.

·  Solid problem solving skills.

·  Demonstrated creativity, flexibility and ability to motivate and coach others.

·  Dependable with proficient attention to detail.

·  Ability to maintain confidentiality.