Deputy Training Manager

5 days ago

Cebu City, Central Visayas, Philippines Trinity Workforce Solutions Full time ₱180,000 - ₱280,000 per year


Job Description

Roles & Responsibilities

  • Provide an overview of performance of Training team on bi-weekly basis
  • Oversee performance of the trainers, performance of new hire on-boarding, and reporting to Customer Training Team
  • Develop proactive training strategies to improve quality metrics of the agents
  • Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
  • Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
  • Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
  • Discuss/review with Customer trainers on class observation process
  • Ensure adherence of Training Team Key Performance Indicators
  • Attend all Train the Trainers and training related meetings with Customer training team
  • Attend and participate on Global Quality Calibration Session
  • Attend Weekly Business Reviews, and Monthly Business Reviews
  • Support the planning, scheduling, and coordination of all required training for their sites
  • Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
  • Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
  • Ensure complete, accurate and timely data collection and communication by trainers
  • Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans
  • Monitor new hire knowledge before and after training to help determine follow up training required
Requirements

Mandatory Skills

  • 4+ years of experience in a training leadership role in an Operations environment, previous min. 3+ years of experience in a training delivery role, preferably in an international environment
  • Good knowledge of Quality/Process Improvement techniques
  • High level of energy, drive, enthusiasm, initiative and commitment
  • Excellent communication, consulting, influencing and interpersonal skills.
  • Proven track record of collaborating with cross-functional groups to produce results
  • Passion for ensuring a world class support experience for our community
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams

Qualifications

  • Must be graduate of any field
  • Work in the same industry and has relevant experience of at least 3-4 years
Benefits
  • Performance Bonus
  • Telecommunication Allowance
  • Other Allowances

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