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manager, learning

2 weeks ago

Dumaguete, Central Visayas, Philippines Qualfon Full time ₱900,000 - ₱1,200,000 per year

Overview:

Job Title: 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 tailored to the organization or client's requirements.

  • 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 in solving specific training-related issues.
  • Manages the training center.

  • Ensures timely dissemination of critical information to stakeholders.

  • External Training Providers Management

  • Works with Client's Training and Business Owners to develop new courses aligned with support needs.

  • Gathers weekly reports from operational centers.
  • Monitors periodic data and identifies root causes.

  • Reviews action plans focused on performance, attrition, and take rate.

  • Annual Audit

  • Audits centers for compliance with training rules, facilitation processes, and systems.

  • Assesses training methods, accuracy, delivery, and process capability.

  • Evaluates training direction and business performance targets.

  • Training Needs Analysis

  • Coordinates with QA Manager to address unsatisfactory customer service or call handling practices.

  • Works with Training Coordinators and Supervisors to improve training outcomes.
  • 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 programs

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.
  • 2–4 years in a Supervisory or Managerial role.
  • Experience managing 200–400 call center positions.
  • Six Sigma certification (desirable).
Areas of Expertise / Skills:
  • Training, Teaching & Instructing: Ability to equip employees with knowledge and skills for job performance.
  • Program Management: Ability to design, implement, and manage programs and resources.
  • Instructional Design: Ability to develop training materials aligned with program goals.
  • Business Software Applications: Proficiency in:
  • Basic MS Office (Word, PowerPoint, Excel, Outlook)
  • Advanced Excel (Macros, Visual Basic, Pivoting, VLOOKUP, Graphs)
  • Linux, PHP, .NET, SQL, GUI
Competency:
  • Performance Feedback: Ability to deliver effective feedback through observation, assessment, and communication.