Operations Learning

2 weeks ago

Makati City, National Capital Region, Philippines ECEnterprises Group Manila Inc. Full time
About The Role

We are seeking a highly motivated and experienced Learning & Development (L&D) Specialist to support our client's dynamic operations. This role is critical to designing, developing, and delivering impactful training programs that equip agents, team leads, QA personnel, and support staff with the skills and knowledge to perform at their best.

The ideal candidate is an L&D professional with strong instructional design skills, a passion for continuous improvement, and the ability to operate independently in a fast-paced, high-volume environment.

Key Responsibilities

Conduct training needs assessments to identify performance gaps and skill development opportunities

Design and develop effective training materials (including e-learning, guides, playbooks, and workshops)

Facilitate engaging and informative training sessions (virtual/live) across all levels of the organization

Collaborate with subject matter experts (SMEs), QA teams, and leadership to align training with operational goals

Monitor and evaluate training effectiveness using feedback, assessments, and performance data

Maintain and manage content in the Learning Management System (LMS)

Provide one-on-one and group coaching, refresher training, and continuous learning initiatives

Document training processes and update materials in line with business and policy changes

Support the creation of a scalable training framework to accommodate 24/7 operational needs

Qualifications

Bachelor's degree in Education, Psychology, Organizational Development, HR, or a related field

Minimum 3 years of experience in an L&D, corporate training, or instructional design role (BPO/LPO/Customer Support training background preferred)

Strong grasp of adult learning theories and instructional design models (e.g., ADDIE, Kirkpatrick)

Proficiency with e-learning tools, LMS platforms, and virtual training delivery tools (e.g., Zoom, MS Teams)Excellent written and verbal communication skills in English.

Strong interpersonal skills and the ability to engage and influence across functions.

Detail-oriented, organized, and capable of managing multiple priorities independently.

Comfortable working with minimal supervision in a fully remote environment.
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