DUTIES & RESPONSIBILITIES:

• Responsible for implementation of training courses including outlines and syllabus for the platform they are assigned to.
• Responsible for maintenance and inventory of all training material they are assigned to.
• Develops and implements report methodology to determine status and to verify their certification into the operation.
• Measures and analyzes training effectiveness for program improvement and increased agent performance on the job.
• Train batch of agents, transfer of knowledge, handle the training teams during the soft landing period. Responsible for agents?

KPIs during their soft landing.

• Accountable for the quality of all agents brought to the floor sign off methodology.
• Adheres to schedule of training programs.
• Attends training meetings. Expands training knowledge through seminars and keeping abreast of current training issues.
• Works with Operations and Quality Assurance to understand the largest problem areas of the current agents, to institute into

the training process.

• Works with operations to design and implement refresher training for current certified agents.
• Performs tasks assigned by his / her Training Manager.

Others:

?     Actively assist in maintaining operational excellence on critical metrics such as service levels.

?     Render phone time as required/scheduled and when needed to help with Operations? service levels, call volume, etc).

Work At Home Responsibilities

?    Be familiar with and abide to all Sagility general security and Work @ Home security policies and procedures

?    Be familiar with and abide by all client security policies and procedures required to protect customer data

?    Maintain the security of the home work environment and protect the Sagility-provided assets, client system and data

?    Ensure that all security related incidents are reported

?    Shall work on the same internet connection that was tested during setup process. If changes are made to the current internet

      connection or router during the course of application or employment, employee will be required to notify the appropriate

      parties in advance and retest the connection to ensure the requirements are met.

?    Must immediately report system performance problems or downtime to his/her manager and the local IT-SPOC

General Safety and Security

?    Protects the organization?s assets by upholding the principles of the Quality Information Security Management System

      (QISMS).

?    Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

?    Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the

      Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information Technology for Economic and Clinical

      Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

? Communication Skills (Spoken)

? Communications Skills (Written)

? Customer Service Orientation

? Computer Literacy

? Job Knowledge

? Sense of Urgency

? Passion for Excellence

? Working in Team/Interpersonal Skills

? Work Organization

? People Management/Team Orientation

? Drive for Results/Execution

? Thriving in Change

? Expertise/Analytical Skills

? Product Knowledge

? Problem Solving

? Classroom Management

? Presentation Skills

? Facilitation Skills

? Coaching

? Process improvement

? Performance Management

? Discipline Management

With Expert Competency Level in ff.:

? Training Needs Analysis

? Training Design and Development

OTHER REQUIREMENTS:

Reports to: Associate Training Manager

Supervises:

Trainees

Education and/or Experience:

Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience.

Certificates, Licenses, Registrations: Must be certified in client curricula, if required by the line of business he/she is skilled in.

Work environment (B&M):

The work environment is professional, office. Business casual attire.

Work environment (WAH):

?   Workstation PC is located in a confined area at home

?   PC monitor is not facing the door or window

?   Room is well ventilated to reduce the risk of equipment overheating

?   Unauthorized entry to room is prevented (i.e. keeping the room locked at all times)

?   Telephone conversations are not overheard from other areas of the house/outside

?   Workstation is clean and free from any form of writing materials and electronic device

?   Adequate internet connectivity (> 20 mbps)

Physical demands:

May require weekend or evening work.