Training Manager

1 day ago

Quezon City, National Capital Region, Philippines Intelassist Full time ₱1,000,000 - ₱12,000,000 per year

Employment Type:
Full-Time Employment

Work Setup:
100% Onsite

Work Schedule:
Night Shift (Following U.S. Eastern Time Zone)

Location:
Eastwood, Libis, Quezon City

Salary Package:
Up to 100,000 PHP/Monthly

Duties And Responsibilities

  • Manage a team of individuals to develop and update training procedures, manuals, guides, and course materials, such as handouts and visual materials
  • Monitor, evaluate, and record training activities and program effectiveness across all BPOs and internally
  • Assess training needs through surveys, round tables with new hires and veteran associates, and consultations with managers
  • Meet with department leads, product managers, program managers, category managers, and other stakeholders to determine training needs and develop solutions
  • Create training using a variety of instructional techniques and formats, such as self-directed or instructor lead training, role-plays, simulations, team exercises, group discussions, videos, gamification, and interactive lectures
  • Facilitate training with training managers (train the trainer (TTT), internal and external teams
  • Manage and ensure Content Managers update the internal knowledge base, based on new products and services
  • Manage internal project and learning management tools (e.g., create JIRA tickets, oversee user permissions in training portal, etc.)
  • Track training requests from stakeholders
  • Maintain a training calendar with training specifics
  • Identify low-performing customer service areas using data analytics (Tableau, Sprinklr Contacts, Customer Satisfaction), to develop instructional materials and remediation plans

Qualifications

  • BS degree preferred with 8+ years' experience of Instructional Design and Training experience supporting Customer Service or Sales
  • If no BS degree, 10+ years of relevant experience.
  • Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects
  • Meticulous grammar and an eye for catching – and fixing – mistakes
  • The ability to simplify complex concepts into easy-to-read, concise content
  • A unique skill or passion that you can bring to the team (e.g., videography, graphic design, gamification etc.)
  • Eagerness to learn and ability to shift priorities at a moment's notice
  • Ability to work independently and manage vendor-training groups to deploy training effectively
  • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques
  • Knowledge of media production, communication, and dissemination techniques and methods
  • Previous experience with applications such as Microsoft Word and PowerPoint, Cornerstone, Adobe Captivate, and MyAbsorb.
  • Understanding learning principles and all relative Trainer Certifications.

WHY INTELASSIST?
We grow together. We value your effort. We aim to empower you.

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