Training Manager

6 days ago

Philippines dnata Travel Group Full time

Job Summary: The Training Manager is responsible for designing, implementing, and managing training programs that enhance the skills, knowledge, and performance of Global Operations staff. This role plays a key part in ensuring high-quality customer service by delivering effective onboarding, upskilling, and continuous learning initiatives. The Training Manager collaborates closely with operations, quality assurance, and HR to align training with business goals and customer expectations. Key Responsibilities: Design, deliver, and manage end-to-end training programs including onboarding, product knowledge, customer service, soft skills, systems, and compliance. Conduct regular training needs assessments to identify skills gaps and opportunities for performance improvement. Establish clear training objectives and success metrics aligned with business goals and customer experience KPIs. Measure and report on training effectiveness and ROI, including impact on productivity, first call resolution, customer satisfaction, employee retention, and quality scores. Collaborate with Operations, Quality Assurance, and HR to align training initiatives with business performance and strategic priorities. Lead, coach, and develop a team of trainers to ensure high-quality and consistent training delivery. Optimize training processes and materials based on feedback, performance trends, and evolving business needs. Support new system and process rollouts with tailored training and change management support. Maintain accurate records of training activities, evaluations, and compliance requirements. Present training impact reports and ROI analyses to senior leadership to inform strategic decisions. Pre-requisites Applicants must be willing to work and relocate to Clark, Pampanga Applicants must be a Filipino citizen or have a relevant residence status Required Qualifications: ‘A’ level education; Graduate of a 4-year course or 12+3 educational attainment equivalent Minimum of 5 years Contact Centre experience with in-depth, demonstrable training leadership experience Required minimum of 2 years Training Manager experience in a call centre environment Strong understanding of adult learning principles, training methodologies, and instructional design. Excellent communication, facilitation, and interpersonal skills. Proficiency in using Learning Management Systems (LMS) and training delivery tools. Analytical skills to assess training effectiveness and drive improvements. Ability to manage multiple projects and adapt to changing priorities. #J-18808-Ljbffr

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