supervisor, training

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines Qualfon Full time ₱104,000 - ₱130,878 per year

Overview:

Role: Supervisor, Training

Responsibilities:

Main Objectives and Duties:

  • Development of Training Evaluation Tools and Documents

  • Review, develop/modify, and implement standard training materials (presentations, handouts, manuals, monitoring/evaluation tools, and other resources).

  • Assist the Training Manager in establishing training KPIs.
  • Monitor and advise on the training management system.
  • Perform and publish data and reports related to account performance against set indicators.

  • Staff Performance Monitoring and Development

  • Initiate performance improvement schemes and enhance training team skills through training, monitoring, coaching, and counseling.

  • Review trainers' output to ensure data integrity.
  • Manage staff attendance.
  • Delegate training tasks.

  • Training Needs Identification

  • Review and resolve challenges encountered during training and nesting.

  • Coordinate with QA Coordinator to gather information on unsatisfactory customer service or call handling practices.
  • Identify best practices for agent development and coordinate with the Training Manager for consistent deployment.
  • Develop a library of technical and soft skills training modules and curriculums.
  • Manage resources to address training needs.

  • Training Logistics

  • Ensure training supervisors manage the distribution, use, and tracking of all training materials.

  • Performance Report Generation

  • Consolidate special skills and training reports; update the Training Manager.

  • Review post-training evaluations and coordinate with the team to resolve issues.
  • Submit required reports to the Training Manager and Operations Manager in a timely manner.

  • Planning and Scheduling

  • Develop a calendar detailing training types offered and delivered.

  • Maintain a learning-conducive environment.
  • Plan trainings using the training calendar.
  • Coordinate with other departments or business owners for training execution and matrix.

Qualifications:

Qualifications:
  • College graduate of any course.
  • 2–4 years of management and training experience.
  • Able to use company resources/technology cost-effectively.
Skills & Competencies:
  • Excellent in MS Office.
  • Collaboration and issue resolution.
  • Monitoring and Coordination.
  • Motivating People.
  • Data Management.
  • Training, Teaching & Instructing.
  • Program Management.

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