Operational Training manager - Muntinlupa City, NCROptum

Operational Training manager - Muntinlupa City, NCR » Full-time
» Manila
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» Posted on August 26, 2020
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Description:
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Primary Job responsibilities:
» Responsible for managing multiple Trainers at one or more contact center locations to effectively deliver all client and company required new hire and continuing training
» Ensure consistency of client training delivery within and across sites
» Responsible for sharing and implementing best practices which drive consistency
» Calibrate with Ops and support functions and is effective in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and employees
» Interview, hire, train, and mentor Training staff to support the needs of assigned location(s)
» Coordinate resources with Operations and Human Resources for all requested new hire training class demands, including assignment of Training staff and coordinating logistics to ensure a seamless process for new hires
» Coordinate client and company compliance training as required
» Responsible for superviseing Academy Bay (A-Bay) and ensures all required training modules and assessments, Coaching for Results sessions, support ratios, staff certification, and graduation quality standards are adhered to
» Verify all new hire graduation standards are met before releasing agents to A-Bay and/or Operations
» Ensure all Training staff members are certified and have completed all client and company required certification courses
» Maintain records and evaluate statistical reports to evaluate performance of trainers and implement action plans to correct performance deficiencies
» Provide frequent coaching sessions to review performance, survey results and develop expertise
» Reinforce the Learning Solutions training methodology (OGS Way to Train) adult learning principles in all new hire and reinforcement training events
» Build and incorporate client function play scenarios into the new hire training materials and develops trainers to be effective and engaging facilitators
» Assess effectiveness of client programs and interfaces with clients for new and existing training initiatives
» Analyze training needs, identify appropriate training solutions, and partner with Operations for new training programs and reinforcement training
» Ensure trainers complete required phone time handling agent-level calls to maintain knowledge of program(s)
» Make recommendations to the client for curriculum and training approach improvements
» Work with operations to create value added training sessions and materials to meet company and client expectations
» Partner with Workforce Management, Operations Management, and Recruiting to design and execute staffing ramps during seasonal peak call times
» Deliver training to management level audiences, including areas such as processes and systems, policies and procedures, behavioral coaching and mentoring, time management, leadership abilities development, etc.
» Drive adherence to all Operations Playbook standards
» Create a disciplined training organization that mirrors operations and ensure all policies and procedures are correctly managed during new hire training
» Responsible for respective departments overall performance and for motivating team to exceed department goals and objectives
» Responsible for knowledge and complying with all policies, procedures, and regulations relating to job tasks
» Perform other tasks as assigned by management
Requirements:
Required Appropriate qualifications:
» College Graduate of any course
» 5+ years of BPO Operational Training practice
» 2+ years of manager practice in a BPO Training environment
» practice in People Management and Mentoring
» practice in Performance and Metric Management
» practice in Instructional Design
» practice in Project and Stakeholder Management (internal and external)
» Excellent Communication and Writing expertise
» Microsoft Application Proficiency (with the capability to Pivot, Report, Dashboards, Analyzing Metric Data and Medium Complexity Formulas)
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when Information technology comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, discapability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Operational Training manager, Operational Training, manager, Lead, People Management, Mentoring, Performance Management, Metric Management, Instructional Design, Project Management, Stakeholder Management, Contact Center, Call Center, BPO, Business Process Outsourcing, Alabang, Muntinlupa City, NCR, National Capital Region
income: ?15000 - ?25000
Address: Manila, Philippines
Application Process: Apply at Bossjob!
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Optum, a UnitedHealth Group company Company Overview
Company Profile
Are you ready to rev up your life? Optum, a UnitedHealth Group, business is ready for you. Our incredible global growth has been built by people with a singular focus on helping millions live healthier lives and an intense love of achievement. Our future is everywhere including our robust operations in the Philippines. We offer the global reach, resources, and can-do culture of a Fortune 7 company. Information technology is time to lgain more and start doing your life's best work. (SM)
Careers at Optum, a UnitedHealth Group company
If you're going to change careers, why not look for an employer that's out to change everything? If you have that kind of appetite for change, Optum is the right place for you. As part of the growing UnitedHealth Group family of businesses, we're driving innovation and change all over the world. That's creating opportunity right here in the Philippines for people with energy, passion and a focus on quality. We're driven to help people live healthier lives and to help make the health care system work better for everyone. We want to make a difference and that makes this the one job opportunity that can change everything for you.
As part of UnitedHealth Group, a Fortune 7 company, Optum is a leading health services and innovation company dedicated to help people live healthier lives and help make the health system work better for everyone. With more than 189,000 people collaborating worldwide and over 14,000 employees in the Philippines, Optum combines people, technology, data and action to improve the delivery, quality and efficiency of health care.
This work takes all of your commitment, expertise, passion and energy. That's why we rely on a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation and performance serve as a foundation to transform health care.
Are you in? Lgain more about careers at Optum: workatoptum.com
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, discapability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Optum is a drug-free workplace. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
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