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.
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Job Description:
Training Delivery
• Delivers a course or series of courses to Agents using different learning methodologies such as face-to-face instruction, virtual training delivery, blended learning and facilitation. Other learning methodologies may be also employed upon the approval and instruction of the Senior Training Specialist, Training Officer or Training Manager.
• Determines the different learning methodologies applicable for a training course. Examples would be instruction-led, virtual, or blended course types that may be employed in consultation with the Senior Training Specialist, Training Officer, or Training Manager.
• Conducts Call Simulations as part of the learning methodologies in Foundation Training under.
• Training Target Audience: Agents and Senior Agents
Training Research & Design
• Assists the immediate supervisor in conducting individual, group and organization-based training and development needs analyses and assessments pertaining to communication and soft skills.
• Responsible for the preparation of Training Manuals and instructional materials, quizzes and Job aids; can create modules.
Training Evaluation
• Responsible for implementation and evaluation of Training classes designed to track performance and identify quality opportunities.
• Leads the evaluation of a training class’s performance to identify quality opportunities of agents in training.
• Meets with Operations to ascertain agent/ learner’s performance up to within 90 days after foundation training certification or within 30 days after Coaching Session and assists the immediate supervisor in developing appropriate interventions to address performance gaps with regard to soft skills (i.e. Communication, Quality Customer Service, Listening and Basic Probing, Call Control, and Overall Confidence). Implements and creates learning sessions
• Performs coaching sessions for agents based on defined root causes and business targets.
Performance Consulting
• Responds to inquiries and conducts researches to help resolve problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operation’s communication training issues.
• Assists the immediate supervisor in addressing Operations’ communication-related concerns and conducts necessary TNA such as call monitoring; after which decided the best intervention such as coaching or refresher training.
• Supports the immediate supervisor as he/she leads the conduct of TNA for operations as directed by the lead.
• Primary Customer: Team Leaders
• Scope: Performance Issues in class or team of agents
• Impact: Team Level
Recruitment Support
• Participates in the Agent hiring process together with the Operations and HR Recruitment.
• Writes reports of the result of the Language Checks conducted within the day to the appropriate business unit heads, managers, and other parties concerned
Administrative Function
• Rates Performance and creates development plan for training participants based on evaluated Data from Metrics and Trending Reports, Data per Foundation Training & Refresher Training Results and Retention Analytics.
• Ensures security of information assets in compliance with ISO, QISMS and DPA. Maintains all documents to be audit-ready at all times.
New Trainers’ Onboarding
• Serves as “buddy” to newly hired trainers to help them during on boarding.
• Assist in Certification of the Training Specialist
Self-Development
• Consistently read news and industry updates in order to keep abreast of trends and changes in the BPO Industry
• Expands training knowledge through seminars and keeping abreast of current training issues.
• Shares best practices with colleagues and managers.
Professionalism & Ethical Conduct
• Must conduct self in the highest order of professionalism and take care of his/her credibility as mentor-teacher-trainer in face-to-face, online (their social media footprint), and in virtual scenarios
• Must not to go out drinking with his/her trainees while they are undergoing Foundation Training.
• Must wear decent, professional business attire at all times especially during conduct of training. Proper attire are clothing that do not call attention to self while taking away the learners’ attention away from the subject matter.
• Under the Code of Conduct, fraternizing with a trainee, direct report and colleague is subject to disciplinary action (warning to termination, depending on the gravity)
• Must be respectful to all employees at all times regardless of their diversity – age, race, religion, ethnicity, and other elements defined in the code of conduct. This includes choice of words, tone and language both in oral and written forms.
• Must be a role model to his/her trainees on class attendance, punctual at all times.
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.
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