SUPERVISOR, TRAINING

4 weeks ago

Cagayan de Oro, Philippines Qualfon Full time

Overview

Role: Supervisor, Training

Responsibilities
  • Development of Training Evaluation Tools and Documents
    • Review, develop/modify, and implement standard training materials (presentations, handouts, manuals, monitoring/evaluation tools, and other resources).
    • Assist the Training Manager in establishing training KPIs.
    • Monitor and advise on the training management system.
    • Perform and publish data and reports related to account performance against set indicators.
  • Staff Performance Monitoring and Development
    • Initiate performance improvement schemes and enhance training team skills through training, monitoring, coaching, and counseling.
    • Review trainers’ output to ensure data integrity.
    • Manage staff attendance.
    • Delegate training tasks.
  • Training Needs Identification
    • Review and resolve challenges encountered during training and nesting.
    • Coordinate with QA Coordinator to gather information on unsatisfactory customer service or call handling practices.
    • Identify best practices for agent development and coordinate with the Training Manager for consistent deployment.
    • Develop a library of technical and soft skills training modules and curriculums.
    • Manage resources to address training needs.
  • Training Logistics
    • Ensure training supervisors manage the distribution, use, and tracking of all training materials.
  • Performance Report Generation
    • Consolidate special skills and training reports; update the Training Manager.
    • Review post-training evaluations and coordinate with the team to resolve issues.
    • Submit required reports to the Training Manager and Operations Manager in a timely manner.
  • Planning and Scheduling
    • Develop a calendar detailing training types offered and delivered.
    • Maintain a learning-conducive environment.
    • Plan trainings using the training calendar.
    • Coordinate with other departments or business owners for training execution and matrix.
Qualifications
  • College graduate of any course.
  • 2-4 years of management and training experience.
  • Able to use company resources/technology cost-effectively.
Skills & Competencies
  • Excellent in MS Office.
  • Collaboration and issue resolution.
  • Monitoring and Coordination.
  • Motivating People.
  • Data Management.
  • Training, Teaching & Instructing.
  • Program Management.
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