Training Development Manager

2 weeks ago

Taguig, National Capital Region, Philippines Linda Hausermann & Associates Full time
Job Overview

This role requires a seasoned training professional to develop and deliver training programs that enhance the performance of our US Media Account team members. The ideal candidate will have expertise in adult learning principles, training techniques, and presentation skills.

Main Responsibilities
  1. Design and deliver classroom-based training sessions on contact centre work and basics for a US Media Account.
  2. Conduct multiple trainings for new hires and manage nesting/on-the-job-training along with certification process and collaboration with operations.
  3. Maintain high training effectiveness by implementing strong governance processes.
  4. Ability to communicate complex information to trainees clearly.
  5. Identify gaps between internal processes and customer expectations to drive business outcomes.
  6. Liaise with QA to ensure process knowledge is calibrated and other departments are informed as required.
  7. Conduct workshops for project team members on recent updates and industry trends.
  8. Perform user acceptance testing for new process rollouts/automation in the program.
  9. Provide refresher training for bottom quartile performers.
  10. Support the team by performing floor troubleshooting to address queries effectively.
  11. Regularly update client and internal functions on training progress.
Key Qualifications
  • Minimum 2 years of training experience in a BPO setup (preferably sales-focused).
  • Excellent communication and coaching skills to deliver engaging training content.
  • Flexibility to adapt to night shifts, rotation, and rest days as required by the business.
  • Able to prioritize and schedule training assignments and projects efficiently.
  • Fosters a collaborative work environment.
  • Skilled in assessing trainee comprehension and customizing training delivery.
  • Strong coaching and consultative skills.
  • Socially confident and able to communicate complex information effectively.
Desirable Skills
  • Knowledge of customer service principles, systems, and standards.
  • General understanding of training domain concepts.
  • Ability to gauge trainee competency and customize training content accordingly.
  • Knowledge of training techniques and presentation skills.

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