Trainer

About Firstsource

Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, Puerto Rico, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Responsibilities:

• Train new hires or existing employees in a classroom-based set-up on Contact center work and basics for a US Healthcare client
• Facilitate multiple classes for new hires and manage nesting/on-the-job-training along with certification process and collaboration with operations
• Maintain the training effectiveness above the required threshold by holding strong governance process in training
• Ability to read through various standard operating procedures and communicate the extracts to the trainees clearly
• Identify gaps between internal process and customers’ expectations to help business produce the desired outcome
• Liaison with QA to calibrate process knowledge and other departments of the business as required
• Conduct workshops for project team members on recent update and US healthcare industry trends
• Perform user acceptance testing for any new process rollouts / automation in the program
• Provides refresher training for bottom quartile
• Support the team by performing floor trouble shooting to ensure all relevant queries are tracked and answered appropriately
• Periodic knowledge calibration with client and internal functions

Qualifications:

• High school or equivalent education required
• Proficient computer skills, Microsoft Office (Word, PowerPoint, Outlook, and Excel)
• Knowledge of AI and instructional software is a plus
• Call center experience is required
• Requires knowledge of Adult Learning, cirriculum development, engagement & motivation
• Previous experience with training techniques and presentation skills are required
• Ability to gauge comprehension competency of the trainees and customize training content delivery
• Knowledge of customer service principles, techniques, systems, and standards
• General knowledge of the Training Domain
• Must be fluent in English communication, both verbal and written to deliver the training content in the best presentation mode
• Leading, Controlling and Coaching training batches (both ways- in person and virtually if required)
• Flexibility is a must for night shifts, rotation, rest days to match as that required by the business

We are an Equal Opportunity Employer.  All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.