MANAGER, LEARNING & DEVELOPMENT

Qualfon


Date: 9 hours ago
City: Dumaguete
Contract type: Full time
Job Title Manager, Learning & Development

Main Objectives and Duties

  • Training Program Design and Development
  • Designs and develops training and development programs based on organizational needs.
  • Collaborates with Trainers to produce relevant programs tailored to the organization or client’s requirements.
  • Implementation of Training Programs
  • Ensures standardized training requirements are met.
  • Revises programs to adapt to changes in the work environment.
  • Assists Operations Managers and Training Supervisors in solving specific training-related issues.
  • Manages the training center.
  • Ensures timely dissemination of critical information to stakeholders.
  • External Training Providers Management
  • Works with Client’s Training and Business Owners to develop new courses aligned with support needs.
  • Gathers weekly reports from operational centers.
  • Monitors periodic data and identifies root causes.
  • Reviews action plans focused on performance, attrition, and take rate.
  • Annual Audit
  • Audits centers for compliance with training rules, facilitation processes, and systems.
  • Assesses training methods, accuracy, delivery, and process capability.
  • Evaluates training direction and business performance targets.
  • Training Needs Analysis
  • Coordinates with QA Manager to address unsatisfactory customer service or call handling practices.
  • Works with Training Coordinators and Supervisors to improve training outcomes.
  • Reviews challenges during training and nesting and provides resolutions.
  • Identifies best practices and ensures consistent deployment across operations.
  • Develops a library of technical and soft skills training modules.
  • Manages resources to address training needs in
    • Operations and Support Groups
    • Service delivery gaps
    • Special Skills and New Hire programs
Job Summary

  • Training facilitation skills
  • Nesting facilitation skills
  • Quality Assurance


Qualifications

  • Graduate of a Bachelor's Degree in any field or equivalent experience.
  • At least 5 years of experience in Call Center/BPO Operations.
  • 2-4 years in a Supervisory or Managerial role.
  • Experience managing 200-400 call center positions.
  • Six Sigma certification (desirable).


Areas of Expertise / Skills

  • Training, Teaching & Instructing Ability to equip employees with knowledge and skills for job performance.
  • Program Management Ability to design, implement, and manage programs and resources.
  • Instructional Design Ability to develop training materials aligned with program goals.
  • Business Software Applications Proficiency in
    • Basic MS Office (Word, PowerPoint, Excel, Outlook)
    • Advanced Excel (Macros, Visual Basic, Pivoting, VLOOKUP, Graphs)
    • Linux, PHP, .NET, SQL, GUI
Competency

  • Performance Feedback Ability to deliver effective feedback through observation, assessment, and communication.

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