URGENT | Training and Call Quality Manager | BGC, Taguig Onsite

4 days ago

Manila, National Capital Region, Philippines Genpact Services LLC Full time

Function: Corporate – Training and Call Quality

Location: BGC Taguig

Level: Manager – 4C

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

We are inviting applications for Business Training & Call Quality Manager

In this role, you will support the overall organization's strategy and help the business grow through its training and call quality improvement initiatives, and develop and handle performance of the training and quality team

Responsibilities

Drive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals and LOBsMaintain an up-to-date knowledge of all systems, products and services to up-skill the team continuouslyIdentify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders, including assessment methods and measurement systems entailedDeliver training using contemporary training and assessment methodologies which are in keeping with company standardsResponsible for all compliance parameters and audit requirementsOrganize and run training venues and logistics as required, to achieve efficient training attendance and deliveryRecruit, lead and develop direct-reportsEnsure all Training programs and Content meet the relevant business and statutory policiesMonitor and report Performance dashboards, metrics etc.Develop self and maintain knowledge in relevant field at all times. Leadership, management, personal skills, knowledge, or qualitiesOpen and compassionate management styleAble to encourage and lead others to achieve relevant resultsConfident, articulate and clear interpersonal skillsGood at networking and building rapport across teams and regions and functionsPositive attitude at all timesConfident OratorExcellent organizational skills Technical skills, or knowledgeVerbally articulateProficient at MS Office packages: Word, PowerPoint, Excel, Outlook.Numerically and grammatically accurateAbility to create/innovate and run structured/customized Training Programs ExperienceAt least 5 years of experience in handling a team in the Training/Quality/Customer Experience function in supervisory / assistant manager functionPrevious experience of leading a team and working alongside multiple business partners and domainsExperience in leading and implementing innovative projectsPrevious experience in process training and/or quality team will be a plus Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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