UnitedHealth Group - Manager - Training

Discipline : Training

Industry : Training Delivery-Operational

Job Description :

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Summary :

- Manage all aspects of training primarily for communication & soft skills spreading one or more contact center locations. Plans, develops, and manages activities associated with the training and development of contact center Agents, Trainers, and Management within company guidelines and client expectations.

- Ensures all client training deliverables are completed and will work across sites to ensure consistency in client training approaches. Evaluates, supports, and coaches Trainers to deliver interactive training sessions using the ACE Capability Development training methodology.

Essential Duties & Responsibilities :

- Responsible for building, managing & conducting communication excellence program.Ensures consistency of client training delivery within and across sites.

- Responsible for sharing and implementing best practices which drive consistency.Calibrates 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).

- Coordinates 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. Coordinates client and company compliance training as required.

- Responsible for overseeing 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.Verifies all new hire graduation standards are met before releasing agents to A-Bay and/or Operations.

- Ensures all Training staff members are certified and have completed all client and company required certification courses.

- Maintains records and evaluates statistical reports to evaluate performance of trainers and implement action plans to correct performance deficiencies.

- Provides frequent coaching sessions to review performance, survey results and develop skills.

- Reinforces the ACE Cap Dev training methodology (OGS Way to Train) adult learning principles in all new hire and reinforcement training events.

- Builds and incorporates client role 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.Analyzes training needs, identify appropriate training solutions, and partner with Operations for new training programs and reinforcement training.

- Ensures trainers complete required phone time handling agent-level calls to maintain knowledge of program(s).Makes 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 development, etc.

- Drives adherence to all Operations Playbook standards.Creates a disciplined training organization that mirrors operations and ensures 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 understanding and complying with all policies, procedures, and regulations relating to job duties.Perform other duties as assigned by management.

No. of Openings : 1

Qualification : Undergraduate degree or equivalent experience.Commerce Graduate or PG with minimum 10 - 12 years of total working experience out of which 6-7 years has to be in core soft skills & communication.

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