Careers at Sagility

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.

Work At Home Responsibilities

• Be familiar with and abide to all Company’s 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 at home work environment and protect the assets of the Company provided equipment, the client systems and data.
• Ensuring that all security related incidents are reported
• Shall work on the same Internet Connection that was tested during the 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 your 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 and Technology for Economic and Clinical Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).


COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

1. Communication Skills (Spoken)
2. Communications Skills (Written)
3. Customer Service Orientation
4. Computer Literacy
5. Job Knowledge
6. Sense of Urgency
7. Passion for Excellence
8. Working in Team/Interpersonal Skills
9. Work Organization
10. People Management/Team Orientation
11. Drive for Results/Execution
12. Thriving in Change
13. Expertise/Analytical Skills
14. Product Knowledge
15. Problem Solving
16. Classroom Management
17. Presentation Skills
18. Facilitation Skills
19. Coaching
20. Process improvement
21. Performance Management
22. Discipline Management

With Expert Competency Level in ff.:
1. Training Needs Analysis
2. Training Design and Development

Basic knowledge on computer trouble shooting and connections preferred at a work at home environment.

OTHER REQUIREMENTS:

Reports to:
Training Manager

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

Certificates, Licenses, Registrations:
N/A

Work environment:
The work environment consists of a professional office workplace which requires business casual attire.

Work At Home Environment:
Work environment consists of designated work area at home.

Work At Home Requirements:
Home internet service provider minimum 10mbps download speed and 5mbps upload speed.

Certificates, Licenses, Registrations:
N/A

Physical demands:
May require weekend or evening work.

Work demands:
Must be able to problem solve, and determine problems, also to recommend solutions. To seek out better methods of training classes to operate.

• Able to establish, implement and continuously improve the quality information security policies assigned to him/her.
• Able to establish structure and procedures to protect classified information.
• Able to report information security related incidents without any delay to the right authority. Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.
• Actively participates during training, orientation and awareness programs pertaining to QISMS.


REVISION HISTORY
Copy revision details below and use BLUE. For details to be taken out, make sure to transfer it under the removed portion and use RED font
DUTIES & RESPONSIBILITIES

Added as of: 10/28/22
• Rebranding to Sagility

Removed as of: (Date of Change Approval)

COMPETENCY REQUIREMENTS

Added as of: 10/28/22
• Rebranding to Sagility

Removed as of: (Date of Change Approval)Line Trainer

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.
• 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.
• Take calls/complete orders when service level demands it.

OTHERS

• Other tasks and responsibilities as assigned by his or her immediate superior

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.
• Ensures compliance to 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 Expert Competency Level on the ff.:

Communication Skills (Spoken) Communication Skills (Written) Customer Service Orientation Computer Literacy Pasion For Excellence Working in Teams / Interpersonal Skills Work Organization Analytic Skills Presentation Skills Training Needs Analysis

With Advanced Competency Level on the ff.:

Training Design and Development

Quezon City, Bridgetowne ZetaPhilippines