Deskripsi Pekerjaan
Join Global Healthcare Resource as a BPO Trainer and become a catalyst for excellence in our Shared Services division! We're seeking a dynamic Learning and Development professional to design, implement, and evaluate cutting-edge training programs that empower our call center agents. In this pivotal role, you'll transform raw talent into healthcare customer service champions through innovative curriculum development, engaging delivery methodologies, and performance-driven coaching. Your expertise will directly impact service quality, agent retention, and operational efficiency in our fast-paced healthcare BPO environment.
As a key member of our L&D team, you'll collaborate with department heads to identify skill gaps, develop tailored training solutions, and foster a culture of continuous improvement. The ideal candidate brings passion for adult learning principles, proven experience in BPO training environments, and the ability to translate complex healthcare concepts into digestible, actionable knowledge. Global Healthcare Resource offers competitive compensation, professional development opportunities, and a collaborative workplace where your training expertise drives measurable business outcomes.
Tanggung Jawab
- Design and deliver engaging training programs for new hires and existing agents covering healthcare protocols, customer service excellence, and BPO systems
- Develop innovative training materials including e-learning modules, job aids, and assessment tools aligned with industry standards
- Conduct classroom and virtual training sessions while maintaining high engagement and knowledge retention rates
- Analyze training effectiveness through KPIs, feedback surveys, and performance metrics to continuously improve curriculum
- Collaborate with operations team to identify skill gaps and develop targeted interventions for performance enhancement
- Maintain compliance with healthcare industry regulations and company policies in all training initiatives
- Stay current with BPO training trends and healthcare industry developments to ensure curriculum relevance
Kualifikasi
- Bachelor's degree in Education, Psychology, Business, or related field; Master's preferred
- Minimum 2 years experience as a trainer in BPO, healthcare, or customer service environment
- Expertise in instructional design methodologies (ADDIE, SAM) and adult learning principles
- Proficiency in e-learning platforms (Articulate, LMS) and multimedia training tools
- Strong presentation skills with ability to engage diverse audiences in virtual and classroom settings
- Knowledge of healthcare regulations, BPI standards, and customer service best practices
- Excellent analytical skills for evaluating training ROI and implementing data-driven improvements
- Certifications in training (e.g., CTT+, SHRM-CP) or healthcare compliance a plus