Operational Training manager - Muntinlupa City, NCROptum

Operational Training manager - Muntinlupa City, NCR » Full-time
» Manila
» •
» Posted on September 18, 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:
» 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
» 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
» 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
» Comply with the terms and conditions of the employment
contract, company policies and procedures, and any and all directives
(such as, but not limited to, transfer and/or re-assignment to different
work locations, change in teams and/or work shifts, policies in regards to
flexibility of work benefits and/or work environment, alternative work
arrangements, and other decisions that may arise due to the changing
business environment). The Company may adopt, vary or rescind these
policies and directives in its absolute discretion and without any
limitation (implied or otherwise) on its capability to do so
Requirements:
Required 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 it
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!
Apply at Bossjob.ph today!
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Optum, a UnitedHealth Group company Employer Profile:
Optum, part of UnitedHealth Group family of businesses, is a health services and innovation company dedicated to helping people live healthier lives and helping make the health system work better for everyone. With over 165,000 people collaborating worldwide, we're working to improve the delivery, quality and efficiency of health care.
In the Philippines, we have offices in Alabang, Taguig, Quezon City, and Cebu. This is a place where you can be the best at what you do and who you are.
Careers at Optum, a UnitedHealth Group Employer :
What brings out your best? Competition? Challenge? Discovering new levels of performance? You're going to fit right in at Optum. As part of UnitedHealth Group, a Fortune 7 company, we're building on a leadership abilities position by combining data, technology and talent to create better results for our clients around the world. It's an opportunity to excel on a team that prizes excellence. And that's what makes Information technology your life's best work.SM
We're driving innovation and change all over the world and that's creating opportunity right here in the Philippines for people with energy, passion and a focus on quality. We want to make a difference and that makes this the one job opportunity that can change everything for you.
Are you in? Lgain more about careers at Optum:workatoptum.com
Worksvianet

Manila City, Metro Manila
Permanent
Full-time