Sagility→
FT Trainer at Sagility in Iloilo, Cybergate, Pavia -T3 (4F and 5F)
Job Description
FT Trainer
Location: Iloilo, Cybergate, Pavia -T3 (4F and 5F) · Partially Remote/Hybrid
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.
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:
Job Description:
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 designedthe 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: