MANAGER, LEARNING

5 days ago

Cebu City, Philippines Qualfon Full time

Role Manager, Learning & Development Main Objectives and Duties Training Program Design and Development Designs and develops training and development programs based on organizational needs. Collaborates with Trainers to produce relevant programs for the organization or client. Implementation of Training Programs Ensures standardized training requirements are met. Revises programs to adapt to changes in the work environment. Assists Operations Managers and Training Supervisors with specific training issues (one-on-one or group sessions). Manages the training center. Ensures timely dissemination of critical information to stakeholders. External Training Providers Management Works with Client’s Training and Business Owners to develop new courses. Gathers weekly reports from centers where the account operates. Monitors periodic data and identifies root causes. Reviews action plans focused on performance, attrition, and take rate. Annual Audit Audits centers for compliance with training rules, facilitation, and nesting processes. Assesses training methods, accuracy, delivery, and process capability. Evaluates training direction and business performance targets. Training Needs Analysis Coordinates with QA Manager to address unsatisfactory customer service or call handling. Reviews challenges during training and nesting, and provides resolutions. Identifies best practices and ensures consistent deployment across operations. Develops a library of technical and soft skills training modules. Manages resources to address training needs in Operations and Support Groups Service delivery gaps Special Skills and New Hire Job Summary Training facilitation skills Nesting facilitation skills Quality Assurance Qualifications Graduate of a Bachelor's Degree in any field or equivalent experience. At least 5 years of experience in Call Center/BPO Operations. 2 to 4 years in a Supervisory or Managerial role. Experience managing 200-400 call center positions. Six Sigma certification (desirable). Area Of Expertise (Skills) Training, Teaching & Instructing Ability to train and equip employees with necessary knowledge and skills. Program Management Ability to design, implement, and manage programs and resources. Instructional Design Ability to develop instructional materials aligned with program goals. Business Software Applications Basic MS Word, PowerPoint, Excel, Outlook Advanced Excel Macros, Visual Basic, Pivoting, VLOOKUP, Graphs Others Linux, PHP, .NET, SQL, GUI Education Bachelor’s Degree Competency Performance Feedback Ability to deliver effective feedback through observation, diagnosis, and communication. #J-18808-Ljbffr

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