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Learning and Development Manager

1 week ago

Cebu City, Central Visayas, Philippines Open Look Business Solutions Full time

Job Summary

We are seeking a skilled professional to design, implement, and oversee training programs for our customer service teams. This role will focus on equipping employees with the skills and knowledge needed to handle calls effectively, improve customer retention, and enhance service quality.

The ideal candidate will have experience in training, coaching, and performance evaluation in a call center or customer service environment.

Duties and Responsibilities:

  1. Training & Development:
  • Design and deliver training programs on customer interactions, customer service techniques, retention strategies, and product knowledge.
  • Conduct onboarding training for new hires, ensuring they understand company policies, procedures, and best practices.
  • Develop training materials, including manuals, presentations, and e-learning modules.
  • Monitor and assess trainees' progress through assessments, role-playing, and call evaluations.
  • Provide ongoing coaching and refresher training to improve performance and meet business objectives.
  • Stay updated on industry trends and incorporate best practices into training programs.
Performance Support & Coaching:
  • Listen to live and recorded calls to identify training needs and areas for improvement.
  • Conduct one-on-one coaching sessions to help employees improve customer handling, retention techniques, and call resolution skills.
  • Work closely with team leads and managers to address performance gaps and recommend training solutions.
  • Track and analyze employee performance data to measure training effectiveness.
Operational Training Support:
  • Ensure employees are well-prepared to handle inbound calls related to new consumer enrollments, cancellations, password resets, product inquiries, identity authentication, and billing issues.
  • Train teams on outbound call techniques to assist with affiliate sign-ups, agreement-generated leads, and new customer walkthroughs.
  • Support the achievement of key performance goals, such as retention rates and outbound call targets, through effective training strategies.