Careers that Change Lives
We seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader — that’s why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.
The Training/Education Specialist for Customer Care maximizes customer service effectiveness by ensuring employees have thorough knowledge of products, services, thus can effectively use their customer service skills, troubleshoot, resolve issues and continuously deliver customer delight.
A Day in The Life
A Training Specialist plays an integral role in facilitating and executing employee development programs; from determining training needs, identifying areas of service improvements and designing and organizing trainings. You will be responsible for the overall quality of Customer Care Training, making improvement recommendations and monitors the result of stated recommendations which is the team’s foundation to drive improvement in customer’s experience.
You will work in a constructive, non-biased and collaborative manner by establishing positive work relationships, partnering with the leadership team and other internal key stakeholders. You will gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment. You will also have the chance to collaborate with other training leads, Specialists and Operations leaders.
Responsibilities may include the following and other duties may be assigned.
Conduct training programs not limited to Product Specific and Process Training but also includes Foundation Skills training (Communication Skills, Soft Skills, and the like.) Facilitates TNA (Training Needs Analysis) by evaluating strengths and weaknesses (Process or Skills) in collaboration with the leadership team (Delivery/Operations, and Quality) of the Customer Care Team. Translate requirements into structured learning experiences that will groom employees to meet Key Performance indicators and Service Levels. Develop or implement the production or revision of process documents in Knowledge Base/Management site and classroom instructional materials, aids and manuals. Plans, conducts, coordinates and implements a comprehensive training program for staff. Monitor, provide, record, and assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior. Build annual training program and design training programs that can be used to develop or/and improve the skills of the Customer Care employees. Use customer service expertise to assess existing practices and procedures for process improvement opportunities. Uses tools to gather data and analyze trends or patterns affecting quality of trainees or training.
Must Have: Minimum Requirements
Bachelor’s Degree required Minimum of 2 years of relevant experience, or advanced degree with 0 years of experience
Your Profile
Minimum 3 years of experience as a Trainer in Order Management and SAP, within a Shared Service Customer Service and BPO capacity Experience working in collaboration with stakeholders in a matrix global organisation is appreciated Proven experience in designing multiple training programs in a corporate setting, and extensive knowledge of instructional design theory, learning principles, and the full training cycle Knowledge of learning management software, MS Office Tools (Power Point, Word, Excel) Knowledge of Foundation (Communication Skills, Soft Skills, and etcetera), Process training background either in Healthcare or Technical programs, and familiarity with traditional and modern training methods, tools and techniques. Ability to present complex information to a variety of audiences with experience in coaching individuals or groups, and ability to negotiate change across the organization’s boundaries and influence others outside of own work group.
