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Senior Training Manager – Cebu
2 weeks ago
- Manage the operational and fiscal activities of the Training and Operations Department.
- Develop and lead the training team to achieve training goals, including Leadership Development training.
- Utilize systems and procedures to improve the operating quality and efficiency of the Training department.
- Oversee all aspects of training delivery and improve key success metrics associated with training goals.
- Put regular effort into improving processes and performance, leading to achieving enhanced bottom-line results.
- Work closely with business partners and clients to resolve training-related issues and ensure compliance with company processes.
- Improve efficiency and accuracy of the training process.
- Create and implement process improvements.
- Manage the staff in accordance with company policies, procedures, and client metrics.
- Maintain a positive work environment and escalate system-level issues to appropriate support teams.
- Accountable for training department attrition, including trainers, agents, and overall project attrition.
- Responsible for team engagement, leadership, performance management, coaching, and talent development.
- Adhere to the Company's key performance objectives, indicators, metrics, and ratios, ensuring maximum team performance.
- Achieve all training goals with a focus on Leadership Development sessions.
- Efficiently manage day-to-day operations and deliverables.
- Enhance key success metrics related to training as a Senior Training Manager, for example:
- Associate Performance within 30 days post-training.
- Training Attrition rates.
- Training Satisfaction levels.
- Proactively support, motivate, and retain an exceptional team.
- Effectively handle corporate communication channels.
- Escalate system-level issues to the appropriate IT support or vendor team promptly.
- Ensure strict compliance with the company's processes, tools, and system changes.
- Minimum of 5 years of managerial experience in training within a BPO company.
- Exceptional communication skills.
- Proficient in coaching and adept at people management.
- Strong analytical skills with the ability to interpret data effectively.
- Flexible availability to work any shift schedule, particularly graveyard shifts.
- Willingness to manage multiple sites and responsibilities efficiently.
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