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Call Center Training Lead

2 weeks ago

Quezon City, National Capital Region, Philippines Manpower Core Group Inc. Full time
Key Responsibilities:

The Call Center Training Lead will be responsible for developing and implementing effective training programs for consultants and trainers.

This includes ensuring that all trainers are up-to-date on subject matter and involved in activities that develop relationships with operation staff.

  • Collaborate with Quality Supervisor and TQM to gather feedback on training effectiveness and update staffing and workforce forecasting.
  • Partner with Project Coaches and Leads to assess performance issues and ensure training replicates work environment.

Work closely with Operations to create and implement continuous improvement activities. Collaborate with Workforce Administration, Operations Management, and Recruiting Team to plan and execute training ramps and meet customer needs.

Required Skills and Qualifications:
• Bachelor's Degree education preferred.
• Three to five years experience in leading the training delivery function in the call center industry is preferred.
• Experience in leading multiple projects and directly supervising staff is required.