Training Manager

1 week ago

Quezon City, Philippines HGS Full time

Training Manager HGS, Quezon City, National Capital Region, Philippines Responsibilities Ensure proper development and design of training courses including outlines and syllabi for all programs assigned. Assess developmental areas of training classes based on weekly class performance reports. Design and implement additional activities needed by the classes to better facilitate learning. Maintain and inventory all training materials assigned. Implement programs throughout training periods to keep line trainers involved and focused. Develop and implement reporting methodology to determine status of all students and verify their certification into the operation. Manage scheduling process of trainees and adhere to the training program schedule. Manage program timelines, adjusting schedules and adding workshops as needed. Conduct training meetings and expand training knowledge through seminars, staying abreast of current training issues. Collaborate with Operations and other Support Teams to understand major problem areas of the current apprentices and incorporate them into the training process. Collaborate with Operations to design and implement refresher training for current certified agents. Recommend corrective services within client limits to improve training curriculum. Process Improvement Recommend corrective services within client limits to adjust to customer complaints. Work with Operations and Workforce Manager in scheduling and running refresher and training courses for Operations and Support Teams. Note all situations that arise outside of established guidelines or parameters and evaluate their impact on current guidelines. Evaluate management and contact center practices for possible modifications that increase employee efficiency and satisfaction. Recommend new or modified procedures to ensure Continuous Process Improvement (CPI). Staff Management Ensure the Training Team meets productivity standards. Issue oral and written instructions to Trainers and other staff regarding products. Create incentives for all staff in conjunction with performance measurements. Institute development plans that ensure staff growth and movement. Recommend and apply corrective measures for staff who do not meet minimum performance metrics. Monitor key performance indicators within and across teams to assure standards are met. Work with trainers to resolve grievances. Collate and respond to personnel issues (e.g. Payroll, HR, IT) as reported by the Training Team. Escalate personnel issues beyond authority to the Operations Manager. Incorporate personal observations and documented critical incidents in coaching sessions to further improve trainer performance. Interview and train staff team. Meet with trainers at least once a week to discuss issues and share best practices. Reports To Senior Training Manager Education and Experience College Graduate, preferably with a degree in Management, Marketing, or Psychology. Two (2) years’ working experience in a Training Department as a Training Supervisor in a call center environment with Banking and Financial Services background. Work Location / Setup Onsite Seniority level Mid-Senior level Employment type Full-time Job function Management, General Business, and Training Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr

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