manager, learning

1 week ago

Cebu City, Central Visayas, Philippines Qualfon Full time ₱900,000 - ₱1,200,000 per year
Overview
Role: Manager, Learning & Development
Responsibilities
Main Objectives and Duties:
1. Training Program Design and Development
  • Designs and develops training and development programs based on organizational needs.
  • Collaborates with Trainers to produce relevant programs for the organization or client.
2. Implementation of Training Programs
  • Ensures standardized training requirements are met.
  • Revises programs to adapt to changes in the work environment.
  • Assists Operations Managers and Training Supervisors with specific training issues (one-on-one or group sessions).
  • Manages the training center.
  • Ensures timely dissemination of critical information to stakeholders.
3. External Training Providers Management
  • Works with Client's Training and Business Owners to develop new courses.
  • Gathers weekly reports from centers where the account operates.
  • Monitors periodic data and identifies root causes.
  • Reviews action plans focused on performance, attrition, and take rate.
4. Annual Audit
  • Audits centers for compliance with training rules, facilitation, and nesting processes.
  • Assesses training methods, accuracy, delivery, and process capability.
  • Evaluates training direction and business performance targets.
5. Training Needs Analysis
  • Coordinates with QA Manager to address unsatisfactory customer service or call handling.
  • Reviews challenges during training and nesting, and provides resolutions.
  • Identifies best practices and ensures consistent deployment across operations.
  • Develops a library of technical and soft skills training modules.
  • Manages resources to address training needs in:
    • Operations and Support Groups
    • Service delivery gaps
    • Special Skills and New Hire
Qualifications
Job Summary
  • Training facilitation skills
  • Nesting facilitation skills
  • Quality Assurance
Qualifications
  • Graduate of a Bachelor's Degree in any field or equivalent experience.
  • At least 5 years of experience in Call Center/BPO Operations.
  • 2 to 4 years in a Supervisory or Managerial role.
  • Experience managing 200–400 call center positions.
  • Six Sigma certification (desirable).
Area of Expertise (Skills)
  • Training, Teaching & Instructing: Ability to train and equip employees with necessary knowledge and skills.
  • Program Management: Ability to design, implement, and manage programs and resources.
  • Instructional Design: Ability to develop instructional materials aligned with program goals.
  • Business Software Applications:
    • Basic: MS Word, PowerPoint, Excel, Outlook
    • Advanced: Excel Macros, Visual Basic, Pivoting, VLOOKUP, Graphs
    • Others: Linux, PHP, .NET, SQL, GUI
Education
  • Bachelor's Degree
Competency
  • Performance Feedback: Ability to deliver effective feedback through observation, diagnosis, and communication.

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