MANAGER, LEARNING

2 weeks ago

Cebu City, Philippines Qualfon Full time

Qualfon Cebu, Central Visayas, Philippines

Job Title : Manager, Learning & Development

Location: Cebu, Central Visayas, Philippines

Overview

Manager, Learning & Development responsible for designing, developing, and implementing training and development programs that meet organizational needs. Oversees training center operations and collaborates with trainers, QA, and business owners to ensure effective learning solutions across operations and client accounts.

Responsibilities
  • Designs and develops training and development programs based on organizational needs.
  • Collaborates with Trainers to produce relevant programs for the organization or client.
  • Implements Training Programs and 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 and ensures timely dissemination of critical information to stakeholders.
  • Manages External Training Providers and coordinates with Client’s Training and Business Owners to develop new courses.
  • Gathers weekly reports from centers where the account operates and monitors data to identify root causes.
  • Reviews action plans focused on performance, attrition, and take rate; conducts annual audits of training centers for compliance.
  • Assesses training methods, accuracy, delivery, and process capability; evaluates training direction and business performance targets.
  • Conducts Training Needs Analysis and coordinates with QA Manager to address unsatisfactory customer service or call handling.
  • Reviews challenges during training and nesting, and provides resolutions; identifies best practices for consistent deployment across operation.
  • Develops a library of technical and soft skills training modules and manages resources to address training needs in Operations and Support Groups, service delivery gaps, and special skills/new hire training.
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.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Human Resources
Industries
  • Outsourcing and Offshoring
  • Consulting
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