Job Description

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.

Classroom Management/Modules/Up-training/Initiatives/Quality

• Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
• Monitors and completes daily attendance tracking during the entire process training until nesting
• Formulates effective activities, exercises or assessments for learning improvement
• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
• Ensure compliance to client and organizational policies and procedures
• Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
• Deliberate to identify new hires’ needs in training and nesting
• Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
• Deliver the training content/context based on the agenda/curriculum
• Demonstrate effective leadership to individuals including new hires and tenured agents
• Implement and demonstrate efficient training methods
• Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
• Participate in client calls and visits with the supervisor’s guidance
• Collaborate with the quality and operations teams for process improvement
• Conduct team huddles and provide floor and online support on process updates
• Develop and implement an effective system for process updates as and when required by the process/clients

Education Requirements

Minimum of 14 years of education.

Work Experience Requirements

Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of training experience in international Voice business, preferably in Insurance industry. Medical background is a plus.

Competencies Required:

• Ability to transfer knowledge, develop and motivate a team
• Understanding of end-to-end processes and appreciation of critical parameters
• Ability to work in a continually challenging environment
• Ability to communicate effectively to a variety of audiences
• Good written and verbal communication skills
• Great customer service skills
• Basic knowledge of MS Office – Excel, PowerPoint, Word
• Well organized; Strong organization and time management skills
• With good leadership background

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.