Senior Training Manager | Davao

ibex


Date: 2 weeks ago
City: Davao
Contract type: Full time
The Senior Training Manager is in charge of formulating and developing training programs. He/she comes up with a strategic plan on how to implement the training programs and how to identify key areas of improvements of employees to ensure client and employee satisfaction. He/she identifies the core competencies in line with objectives of the company and strives to inculcate this into employees.

Responsibilities

DUTIES AND RESPONSIBILITIES:

  • Ensuring regular call calibration sessions as agreed.
  • Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
  • Escalating quality deficiencies to Contact Centre Management.
  • Working closely with external Training Measurement Vendor ensuring that training improvement steps are initiated and that improvements are ongoing.
  • Attending internal and external meeting
  • Following training and development guidelines as defined by the company.
  • Oversees the Planning of Training and works with Resource department to schedule training sessions.
  • Oversees the development and ensures the correct creation of all training materials for CSRs and Team Leaders.
  • Oversees collection of information related to product knowledge and development of training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
  • Oversees the delivering of training (refreshers, new projects, new products etc) to all agents as required, following standard development plan and supported by Product Supervisor.
  • Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard follow-up plans after all training is completed.
  • Ensuring an adequate supply of training resources to meet “training demand” and maintain quality level, through the range and quantity of trainings.
  • Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.
  • Ensuring that Knowledge about Client products is developed validated and distributed to CSRs and Team Leaders according to Client requirements and agreed content flow procedures.
  • Mastering Intranet and deploying it as a standard Knowledge Management tool for all applicable projects.
  • Supports the knowledge verification process by contributing questions so that monthly Product Tests can be executed.
  • Implementing ongoing knowledge management improvement cycle by collecting and analyzing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.
  • Ensures Tandim escalation process is followed
  • Ensuring that de standard procedures are implemented and complied with at all times.
  • Keeping and archiving a library of product knowledge and soft skills material/modules.
  • Keeping/archiving/updating information and Action Plans from external Quality Assessments Vendor.
  • Ensuring that all product material, equipment and logistic are available and updated before training sessions

Qualifications

Knowledge

  • Proficient in the use of commonly used business softwares such as MS Office particularly PowerPoint and Excel
  • Strong working knowledge of creative training techniques, adult learning, and accelerated learning methodologies
  • Thorough knowledge of adult classroom instruction and curriculum design
  • Knowledge of Call Center operations and procedures

Skills

  • Excellent communication skills
  • Excellent presentation and analytical skills
  • Must possess effective organizational skills and time management skills
  • Strong reporting skills

Abilities

  • Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
  • Ability to analyze data and ascertain needs, linking training and design to performance and operational processes.
  • Possesses a collaborative working style and the ability to work independently and in a team environment.
  • Ability to plan, organize, and schedule work flow to meet rigid project deadlines
  • Ability to work on several projects simultaneously
  • Ability to communicate professionally with all levels of management
  • Ability to work on a flexible schedule (graveyard/shifting schedule)

Education/Experience

  • Bachelor’s Degree (any field)
  • At least 7-9 years of related experience in training and development of which 5 years was gained in a managerial capacity

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