manager, learning

1 week ago

Dumaguete, Central Visayas, Philippines Qualfon Full time
Overview

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; 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; 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 Management: manages resources to address training needs in operations and support groups, service delivery gaps, and special skills and new hire programs.
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.
  • 2-4 years in a Supervisory or Managerial role.
  • Experience managing 200-400 call center positions.
  • Six Sigma certification (desirable).
Areas of Expertise / Skills
  • 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
Competency
  • Performance Feedback: Ability to deliver effective feedback through observation, assessment, and communication.

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