job description
Join Fusion CX, a leading global provider of customer experience and business process outsourcing (BPO) solutions, as our Healthcare BPO Training Supervisor based in Bali, Indonesia. In this pivotal role, you will lead the training and development of our healthcare customer service teams, ensuring they deliver exceptional support to clients while adhering to industry compliance standards.
As a Training Supervisor, you will play a key role in shaping the skills and knowledge of our agents, driving performance excellence, and fostering a culture of continuous improvement. This is a fantastic opportunity for a dynamic professional with a passion for healthcare, training, and leadership to make a meaningful impact in a fast-paced, remote work environment.
Fusion CX is committed to innovation, employee growth, and delivering world-class service. If you thrive in a collaborative, results-driven environment and are eager to advance your career in the BPO industry, we want to hear from you!
Why Join Fusion CX?
- Competitive salary and performance-based incentives
- Remote work flexibility with a strong focus on work-life balance
- Opportunities for career advancement and professional development
- Exposure to global clients and cutting-edge healthcare BPO solutions
- Supportive and inclusive company culture
Responsibility
- Design, develop, and deliver comprehensive training programs for healthcare customer service agents, ensuring alignment with industry regulations and company standards.
- Lead and mentor a team of trainers, providing guidance on best practices in training delivery, assessment, and performance improvement.
- Monitor and evaluate training effectiveness through performance metrics, feedback, and quality assurance reviews.
- Collaborate with operations and quality assurance teams to identify training gaps and implement corrective actions.
- Stay updated on healthcare industry trends, compliance requirements, and customer service best practices to ensure training materials remain relevant and effective.
- Conduct regular coaching sessions with agents to enhance their skills, knowledge, and overall performance.
- Develop and maintain training documentation, including manuals, e-learning modules, and assessment tools.
- Foster a positive and engaging learning environment that encourages continuous growth and development.
Qualifications
- Bachelor’s degree in Education, Human Resources, Healthcare Administration, Business, or a related field.
- Minimum of 3-5 years of experience in training, coaching, or supervisory roles within the BPO or healthcare industry.
- Strong understanding of healthcare compliance standards (e.g., HIPAA, GDPR) and customer service best practices.
- Proven experience in designing and delivering training programs, including e-learning and instructor-led sessions.
- Excellent communication, presentation, and interpersonal skills, with the ability to engage and motivate teams.
- Proficiency in using Learning Management Systems (LMS) and training software.
- Ability to analyze training data and metrics to drive continuous improvement.
- Certification in training or instructional design (e.g., ATD, CIPD) is a plus.