Assistant Manager

3 weeks ago

Iloilo City, Western Visayas, Philippines Teknowiz Full time
Overview

Job Title: Assistant Manager - Training/Process Training

Location: Megaworld, ILO (Onsite)

Shift: Morning / Night

Req: 3-5 yrs of experience in training in a BPO setting.

Morning Shift – Responsibilities
  • Drive root cause analysis, and implement key programs and initiatives to drive improvement of focus metrics such as Sales, CAS, CES, Quality, etc.
  • Assesses training and development needs through surveys, interviews, focus groups, and communication with managers, instructors, and customer representatives.
  • Creates, organizes, plans, and deliver various forms of onboarding, orientation, and skills training for employees.
  • Facilitate new hire training for Pre-process batches. Creates and/or acquires training procedure manuals, guides, and course materials.
  • Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
  • Evaluates program effectiveness through assessments, surveys, and feedback.
  • Focus metric management through Agent/Team Leader Skill Mapping and development front-end skill management initiatives including coaching and training.
Night Shift – Responsibilities
  • Design and deliver process-specific training for new hires and tenured employees.
  • Collaborate with operations and quality teams to identify training needs and develop targeted learning solutions.
  • Evaluate training effectiveness using assessments, feedback, and performance metrics.
  • Maintain and update training materials, SOPs, and documentation. Lead train-the-trainer initiatives and mentor junior trainers.
  • Ensure all training content complies with organizational and regulatory standards.
  • Support onboarding and continuous learning programs.
  • Generate training reports and insights for leadership.
  • Assist in implementing LMS and digital learning tools.
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