Behaviour Trainer - Pacific an Access Healthcare Company

Job Summary:

We are seeking a dedicated and experienced Behavior Trainer to join our team. The Behavior Trainer will be responsible for delivering training programs that focus on improving employee behavior, communication skills, and soft skills, ultimately driving performance improvement and fostering a positive work environment. The ideal candidate will have hands-on experience working in a BPO setting and be adept at identifying behavioral challenges and developing effective strategies for employee development.

Key Responsibilities:

1. Training Delivery:

• Conduct training sessions focused on behavioral skills such as effective communication, client handling, conflict resolution, emotional intelligence, and stress management.
• Design and deliver training programs that address specific needs within the BPO industry, focusing on improving employee behavior, team dynamics, and overall performance.
• Use a variety of training techniques, including roleplaying, group discussions, and interactive exercises to engage employees.

2. Employee Assessment:

• Evaluate employees behavioral traits and identify areas for improvement through assessments, feedback, and observation.
• Provide personalized coaching and feedback to employees, helping them set goals for improvement.
• Monitor training progress and make adjustments to materials and strategies as needed to meet the team's specific requirements.

3. Behavioral Development:

• Support employees in adapting to the fast paced and dynamic nature of the BPO industry.
• Create action plans to address behavioral issues that may be affecting individual or team performance.
• Promote the development of positive work habits, effective interpersonal skills, and emotional resilience to enhance employee performance.

4. Collaboration & Reporting:

• Collaborate with team leaders and managers to understand performance gaps and tailor behavioral training programs accordingly.
• Track and report on the effectiveness of behavioral training programs, providing data and insights on employee progress and behavior changes.
• Assist in the creation of metrics and KPIs to evaluate the success of behavioral training initiatives.

5. Continuous Improvement:

• Stay up to date with the latest behavioral training techniques and trends in the BPO industry.
• Actively contribute to the development of training content, ensuring that it aligns with organizational goals and current industry practices.
• Participate in regular meetings with management to discuss employee performance and identify further training needs.

Qualifications and Skills:

• Experience: Minimum of 3-5 years of experience in the BPO industry, with a focus on behavioral training, soft skills development, or related roles.
• Educational Background: A degree in Psychology, Human Resources, Business Administration, or a related field is preferred.
• Certifications: Training certifications or relevant courses in behavioral training, coaching, or communication are a plus.

Skills:

• Strong understanding of BPO processes and the challenges employees face in a customer centric environment.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to design and implement behavioral training programs.
• Strong problem solving abilities and the capacity to deliver results.
• Empathy and emotional intelligence to connect with employees and understand their needs.
• Experience with using Learning Management Systems (LMS) and training software is an advantage.

Behavioral Competencies:

• Empathy and patience to handle diverse teams.
• Ability to motivate and inspire employees to achieve behavioral improvements.
• Strong listening skills to understand employee concerns and provide appropriate feedback.
• High adaptability to different learning styles and employee needs.