Training Supervisor

Transcom is looking for talented individuals like you to join our awesome team! Be the next Training Supervisor for our Transcom Pasig site!

Join our Transcom Family as a Training Supervisor!

The Training Supervisor leads, develops, and manages the training team/group of trainers to ensure the successful delivery of all training programs. This role is responsible for overseeing the entire training lifecycle, from curriculum development to performance analysis, ensuring that training initiatives align with organizational goals and training quality standards. This role may also require to run/handle classes if need arises

Essential Duties & Responsibilities:

People Leadership & Development

• Lead the team with passion and a positive attitude, ensuring all trainers are aligned with the right expectations and promoting a growth mindset.

• Conduct at least one monthly learning session focused on facilitation, performance management, time management, or other skill-building related to trainers' needs.

• Provide weekly coaching to trainers covering Individual Development Plans (IDPs), Trainer Scorecard updates, and feedback from Trainer Facilitation Observations (TFOs).

• Lead, mentor, and develop a team of trainers, fostering an environment of continuous improvement and success.

• Promote a culture of teamwork, open communication, and receptiveness to feedback within the training department.

• Conduct regular performance appraisals, coaching sessions, and provide developmental feedback to all direct reports.

• Show leadership by actively developing people within the team and open to collaboration with other departments to promote harmony and effective partnerships

Training Strategy & Program Management

Lead curriculum analysis to ensure all training materials are up-to-date and effective.

• Manage training logistics, including the creation of trainer schedules (e.g., GANTT view), to ensure alignment with client and business needs.

• Oversee the development, implementation, and maintenance of all training materials, including manuals, presentations, and other resources.

• Collaborate closely with product and operations teams to understand upcoming changes and incorporate them into the overall training strategy.

• Assess the overall effectiveness of training programs through comprehensive analysis, reporting, and feedback, adjusting strategies to improve outcomes.

• Handle new hire training classes directly as needed to support the team or during new program launches.

• Support new product launches by strategizing and overseeing the training for internal and external teams.

Performance & Quality Oversight

Conduct weekly Trainer Facilitation Observations (TFOs) to ensure training delivery meets established quality standards.

• Establish, monitor, and ensure the achievement of production and quality targets for all training classes.

• Review and analyze performance reports to identify trends, gaps, and opportunities for improvement across all training cohorts.

• Ensure trainers are effectively monitoring CSRs and providing balanced, constructive feedback to meet and exceed client expectations.

• Partner with Operations and Quality departments to ensure a clear understanding of quality expectations and a seamless transition for trainees.

• Take ownership of training class performance, driving the training team to meet and exceed all client-specific KPIs and metrics.

Lead and facilitate weekly "tollgate" performance discussions with Operations Managers, Team Leaders, and Training Managers to report on progress and align on action plans.

• Actively intervene in non-performing classes by providing targeted coaching to the trainer and, if necessary, leading the class directly to drive improvement and ensure performance targets are met.

• Conduct weekly Trainer Facilitation Observations (TFOs) to ensure training delivery meets established quality standards and client expectations.

• Review and analyze performance reports to identify trends, performance gaps, and opportunities for improvement across all training cohorts.

• Partner with Operations and Quality departments to ensure a clear understanding of quality expectations and a seamless transition for trainees from the classroom to the production floor.

What we are looking for:

To be successful in this role you must…

Educational Background:

• University degree or equivalent higher qualification

Work Experience:

• Proven experience in leading, coaching, and developing a team of people.
• Extensive experience working within an operations or training department in a performance-driven environment.
• Demonstrated experience with curriculum development and training program management.
• Strong background in working with figures for reporting and analysis purposes.

Skills Requirements:

• Expert-level coaching and leadership skills.
• Strong analytical, problem-solving, and strategic thinking abilities.
• Excellent organizational skills with the ability to manage multiple priorities and projects effectively.
• Proficiency in reporting analysis and navigating detailed performance reports.
• Exceptional communication and interpersonal skills.

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.