MANAGER, LEARNING
1 week ago
Job Title
Manager, Learning & Development
Responsibilities- Training Program Design and Development — designs and develops training and development programs based on organizational needs; collaborates with Trainers to produce relevant programs tailored to the organization or client’s requirements.
- 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 in solving specific training-related issues.
- Center Management — 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 aligned with support needs.
- Performance Monitoring — gathers weekly reports from operational centers; 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 processes, and systems; 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 practices; works with Training Coordinators and Supervisors to improve training outcomes; 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.
- Resource Planning — manages resources to address training needs in Operations and Support Groups, service delivery gaps, and special skills and new hire programs.
- Training facilitation skills
- Nesting facilitation skills
- Quality Assurance
- Graduate of a Bachelor’s Degree in any field or equivalent experience.
- At least 5 years of experience in Call Center/BPO Operations.
- 2-4 years in a Supervisory or Managerial role.
- Experience managing 200-400 call center positions.
- Six Sigma certification (desirable).
- Training, Teaching & Instructing — ability to equip employees with knowledge and skills for job performance.
- Program Management — ability to design, implement, and manage programs and resources.
- Instructional Design — ability to develop training materials aligned with program goals.
- Business Software Applications — proficiency in
- Basic MS Office (Word, PowerPoint, Excel, Outlook)
- Advanced Excel (Macros, Visual Basic, Pivoting, VLOOKUP, Graphs)
- Linux, PHP, .NET, SQL, GUI
- Performance Feedback — ability to deliver effective feedback through observation, assessment, and communication.
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