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Req #: CNX00043666
Location: Greenville, SC US
Job Category: Training
Process Trainer  
Love the office environment but interested in teaching? Do you enjoy sharing the skills you have with others? You may be interested in a career as a process trainer. Process trainers work in offices to teach skills and knowledge to employees. Process trainers can have different specialties and might use their skills to train new employees, teach new skills or business systems to existing employees, help with transitioning during a process merger or more.
Process trainers are teachers and must be able to speak in front of a crowd, produce and understand training materials, work closely with individuals and evaluate how well employees have learned. Trainers might work manually with written materials, or use educational and testing software as part of the training process. Process trainers must be able to develop and maintain a budget for their work. The Trainer will execute calibrated action plan, task and also serves as a support role to the Operations Managers and Site Manager and will be responsible for overall team performance and improvement.
  • Conduct Product Training batches
  • Ensure maximum throughput for each batch with minimal attrition
  • Ensure that Process training is delivered effectively within the stipulated timelines.
  • Work on training content revision/modifications in consultation with client team based out of Client Location with Senior Stakeholders.
  • Share performance of the batch while maintaining integrity of Data & Reports
  • Design & conduct product refreshers.
  • Drive awareness & understanding of key processes/policies etc. through effective visual management.
  • Keep up to date with Product to ensure correct information is given on the floor by acting upon information advised in e-mail updates, team meetings, training and other briefings.
  • Work closely with quality team on training need analysis & action plan.
  • Modify and customize programs for internal needs.
  • Should able to perform multi-tasking job role as a product specialist.
  • Participate in internal & external calibrations (Trainers, and QAs within team)
  • Ensure Mandatory Trainings are done within 45 Days of DOJ of New Hires
  • Should able to lead team of CPs with effective people leading skills to drive both Employee satisfaction and business results
  • Prioritize Quality of service by team and participate/lead in improvement projects
  • Attend Claim monitoring, calibration sessions and other ad hoc meetings as invited
  • Communicate HR issues with timeliness to OPS Manager and HR
  • Enable agents to use their resources - redirect rather than holding the claim or processing without knowledge
  • Be flexible and positive with all business needs change
  • Hold self and team accountability for attendance
  • Ensure team follows dress code and demonstrates professional behavior at all times
  • Serve is team escalation point; Conduct adequate research and investigation prior to escalating case concerns to Operations/Client
  • Attend In-Shift Meetings and manage time
  • Communicate with management in absence (vacation, etc) as to ensure Leadership Team awareness of outstanding performance requirements for that time
  • Work evenings and Saturdays, as needed.
  • Other duties as assigned
  • Open availability to work a 40++ hours a week
Open flexibility to work 7 days of the week, between the hours of 3am-10pm
  • High School Graduation or equivalent
  • Should have prior Team Leader/Supervisor experience in Call Center Environment, minimum 6 months’ experience
  • Strong Proficiency in using Excel as well as other Microsoft Office products, should able to demonstrate logical use of lookup, pivot analysis etc. for effective data study and review (Should be tested)
  • Working Knowledge of US Healthcare Industry and Claim processing would be preferred.
  • Should be well versed with capacity planning at Daily, Weekly and Monthly level
  • Computer
  • Good Written Communication Skills
  • Development & Learning Orientation
  •  Strong data analysis skills
  • Ability to provide constructive feedback
  • Coaching and mentoring skills
  • Leadership and Team management
  • Strong Communications and Inter-personal Skills
  • Good Collaboration Skill, Proactive & self-motivated
  • Customer / Quality Focus
  • Presentation Skills
  • Drive results with integrity
  • Forward thinking / Problem-solvers wanted (Do you often settle for why things CAN'T be done? Or, do you create new ideas/solutions on how things CAN be done)?
  • Drive & Persistence (Extreme Importance)
  • Good Collaboration Skill, Proactive & self-motivated (Extreme Importance)
  • Service Orientation (Extreme Importance)
  • Drive to Achieve, Taking Ownership
  • Resilience & Flexibility (Above Average)
  • Learning and knowledge (Above Average)
  • Dependability (Extreme Importance)
  • Interpersonal Skills and Teamwork (Above Average)
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