MINIMUM REQUIREMENTS AND QUALIFICATIONS

• 3+ years of  working experience in a progressive capacity in the Wellness/Wellbeing field, Healthcare Industry, or both, excluding internships
• Bachelor's/College degree in Psychology, master's degree in Clinical or Counseling Psychology, Social Work, or Guidance & Counseling is an advantage
• Certification in Psychological and Mental Health First Aid or Mental Health First Response is required
• Proven experience in developing and maintaining relationships with key internal and external stakeholders
• Experience in a BPO set-up is preferred.
• Excellent communication skills and strong people skills
• Demonstrated experience in designing and facilitating learning sessions on subjects pertaining to mental health and well-being to a diverse audience
• Highly empathetic, with high emotional and social intelligence
• Service-oriented and self-motivated
• Expert in self-care and relaxation techniques, and implements them in daily life
• Strong self-management skills
• Ability to build strong relationships in a dynamic work environment
• Maintain calmness and composure in crisis and emergency situations
• Open to feedback and constructive criticism

DUTIES AND RESPONSIBILITIES

Stakeholder and Vendor Management

• Own and act as the Point-of-Contact and Subject Matter Expert of Enshored's Employee Well-Being Program and effectively communicate the program's results to clients. Advocate for employee well-being and engagement within the organization, influencing senior leadership and decision-makers to prioritize these initiatives.
• Proactively work with Operations, Human Resources, and other functions, as well as all relevant stakeholders, in the design and implementation of the Wellbeing Program Strategy. Leverage stakeholder support to drive participation and resource allocation in favor of wellbeing and engagement programs.
• Collaborate with Procurement in defining external mental health vendor service agreements and other contractual documents with final terms and conditions to ensure that business requirements are aptly captured and translated for the selected external vendor.
• Responsible for communicating directly with the mental health provider's POC(s) and stakeholders for appropriate intervention strategies as aligned with Enshored's contractual obligations to clients.
• Present the well-being program information to clients, as requested
• Represent the wellbeing team in site leadership meetings

Strategy Development and Implementation

• Conduct thorough assessments to identify employees’ well-being and engagement needs through surveys, focus groups, and direct feedback. Analyze existing organizational data to understand trends and pinpoint areas requiring intervention.
• Develop measurable goals for wellbeing and engagement initiatives that align with the organization’s overall strategic objectives.
• Create comprehensive well-being programs that address physical, mental, and emotional health, such as physical exercises, mental health workshops, and stress reduction activities.
• Collaborate with Operations and HR Employee Relations on developing and updating policies that support employee well-being and engagement. Ensure that policies are inclusive and cater to diverse employee needs.

Program Development and Management

• Launch and manage wellbeing projects, ensuring they are delivered effectively and meet predefined objectives.
• Create detailed implementation plans, including timelines, milestones, and responsibilities for each wellbeing and engagement program. Ensure that all aspects of the programs are organized and executed efficiently.
• Promote programs actively to ensure high levels of employee engagement and participation.
• Work with Operations Officers in coordinating activities, events, and workshops, managing logistics and communication to maximize program participation.
• Design and facilitate advanced and more complex (leadership, customized) wellness sessions and initiatives

Data Reporting and Analysis

• Collect and analyze data on program outcomes using metrics such as participation rates, employee feedback, and performance improvements. Conduct regular evaluations to measure the impact of programs on employee well-being and engagement.
• Analyze the key data points and metrics necessary to assess the effectiveness of well-being and engagement programs, such as program participation, employee engagement scores, absenteeism, and productivity levels.
• Create detailed reports and manage dashboards that provide insights into the effectiveness of wellbeing and engagement programs. Highlight key findings, trends, and areas for improvement.
• Provide regular updates to senior management and relevant stakeholders on the progress and outcomes of wellbeing and engagement initiatives. Provide actionable recommendations for enhancing well-being and engagement. Based on data insights, identify opportunities for new initiatives or modifications to existing programs.
• Compare organizational data against industry benchmarks and standards to gauge program effectiveness. Identify and incorporate best practices into the organization's well-being and engagement strategies.

Wellbeing Team Management

• Oversee end-to-end Wellbeing activities of Enshored sites (Bytedance account), managing a team of wellbeing coaches and vendor clinicians
• Ensure wellbeing group sessions are facilitated weekly, or as required
• Ensure 24/7 coverage of the site/s and that coaches and clinicians are available per shift, and scheduling sessions with teammates
• Conduct weekly scheduled 1:1 sessions with coaches and team meetings to review goals and expectations, caseload management, group activities planned, outreach programming, challenges, wins, and clinical case reviews
• Evaluate and review emergency/crisis plans prepared by the Coaches and ensure proper endorsement/referral to mental health professionals
• Onboard new coaches within and outside their teams to ensure global program standards are maintained in the department
• Provide continuous professional development opportunities for coaches through internal and external training (when available/appropriate)
• Develop self by proactively seeking programs and learning opportunities within and outside the company, and find ways to teach and transfer the same skills to the team.

MINIMUM REQUIREMENTS AND QUALIFICATIONS 

Key Skills:

• Demonstrated experience in designing and facilitating learning sessions on subjects pertaining to mental health and wellbeing to a diverse audience 
• High emotional and social intelligence 
• Service-oriented and self-motivated 
• Expert in self-care and relaxation techniques, and implements them in daily life 
• Highly empathetic and with strong self-management skills 
• The ability to build strong relationships in a dynamic work environment 
• Maintain calmness and composure even in crisis and emergency situations 
• Open to feedback and constructive criticism 

Minimum Required Experience:

• Bachelor's/College degree in Psychology, master's degree in Clinical or Counseling Psychology, Social Work, or Guidance & Counseling is an advantage 
• Certification in Psychological & Mental Health First Aid or Mental Health First Response required 
• 1-2 years of experience working in the Wellness/Wellbeing field, Healthcare Industry, or both 
• Experience in a BPO set-up is preferred A 
• Registered Guidance Counselor or Registered Psychometrician is highly desirable. 

Demonstrated competency in the following areas is also required: 

• Excellent communication skills and strong people skills 
• Strong written and verbal English communication skills 
• Proven experience in developing and maintaining relationships with key internal and external stakeholders 
• Excellent facilitation, training, and public speaking skills

The Responsibilities

• Conduct the overall training for newly hired FTEs, including orientation sessions on company policies and procedures.
• Research on client products and services to improve training and offer solutions.
• Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
• Administer needs analysis/skill gap assessment and conduct refresher training when necessary. Carry out a needs assessment and performance reviews for officers.
• Coordinate and collaborate with fellow coaches to ensure a seamless customer experience.
• Establish a good working relationship with multiple departments essential to new hires during training (i.e., Recruitment, IT, and the HR team)

The Ideal Candidate

• You display a passion for teaching. You come to work motivated, and you bring positive energy to the room.
• Public speaking is second nature. Not only are you passionate, but you walk the talk. You have excellent listening, negotiating, and presentation skills aligned with a strong customer service orientation.
• You are a team player. You can work while maintaining an engaging relationship with leaders, clients, internal, and external stakeholders.
• You are a leader of the people. You can build a highly engaging work environment with individuals of different backgrounds.
• You are flexible. Should a change of tide arrive, you can ride each wave in a snap. Adaptability is never a new thing.
• You can work independently. You take responsibility for seeing tasks through to completion.
• Your English communication skills are second to none.
• You demonstrate grit. You never give up. You don't always know the answer, but you don't give up until you crack it. Sticking with it makes you stronger.
• You have curiosity. You want to know your clients and colleagues, what makes them tick, and what it will take to help them grow.
• You love learning. You know learning is the key to mobility, growth, and transformation. It's a commitment. You are committed.
• You show grace. You have unconditional love and empathy for your fellow man. You know that without love, this world is merely a transactional scorecard of winners and losers. You don't want to reinforce that operating system. You drive a paradigm shift to an infinite mindset where you start knowing that there is plenty to go around.
• You are honest but sincere. You are true to yourself, open, trustworthy, and truthful. You value tact, diplomacy, and compassion when delivering the truth. You know sincerity provides depth to honesty.
• You have integrity. You stand up for what you believe is right and live by your highest values.

Education and Experience

• Bachelor's/College degree
• 2-3 years of experience working as a Trainer in a BPO setting

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Review application/ Social media contents 
• Make decisions according to the defined Policies & Procedures
• Document all information according to standard operating procedures
• Perform the tasks at the required speed and accuracy to meet client’s KPI requirements
• Prioritize tasks to best fit client needs
• Contribute to process improvements on the tasks
• Diligently log all activities. 

MINIMUM REQUIREMENT QUALIFICATIONS:

Key Skills

• Open-mindedness; Ability to accept the changing environment
• Focus-oriented/ Diligent
• Customer focus and adaptability to different personality types
• Understanding of internet based research and data verification techniques and processes
• Basic understanding of different social media platforms
• Ability to handle sensitive and graphic contents

Education and/or Experience

• 0-3 years of experience working as a content moderator role
• Proven interest in technology and how it is changing the world of work

Demonstrated competency in the following areas is also required:

• Attention to details 
• Analytical Skills
• Commitment to delivering the highest quality and efficiency
• Proven ability to work within deadlines and under pressure with a positive attitude
• Takes initiative in a work setting, with positive outcome
• Ability to multitask, set priorities and manage time effectively

Language Skills:

• Average communication skills in English

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Bachelor's/College degree.
• Proven interest in technology and how it is changing the world of work.
• With at least two years of Quality Assurance experience.
• With at least one year of Senior Quality Assurance experience.

Demonstrated competency in the following areas is also required:

• Attention to detail.
• Analytical Skills.
• Commitment to delivering the highest quality first time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Strong communication skills in written English and able to communicate effectively with a team in English.
• Examples of taking the initiative in a work setting, with positive outcomes.
• Coaching and development abilities.
• Ability to lead a team.