Training Manager

5 days ago

Quezon City, National Capital Region, Philippines HGS Full time

JOB SUMMARY

TRAINING-RELATED

  • Ensure proper development and design of training courses including outlines and syllabi for all programs they are assigned to
  • Assess developmental areas of training classes based on weekly class performance reports
  • Design and implement additional activities needed by the classes to better facilitate learning
  • Overall accountability for maintenance and inventory of all training materials they are assigned to
  • Implements programs throughout the training periods to keep line trainers involved and focused
  • Develops and implements report methodology to determine status of all students and to verify their certification into the operation
  • Manages scheduling process of trainees and adheres to schedule of training programs
  • Manages the timelines of programs such that adjustments in schedule and addition of workshops may be done
  • Conducts training meetings and expands training knowledge through seminars and keeping abreast of current training issues
  • Works with Operations and other Support Teams to understand the largest problem areas of the current Apprentices, to institute into the training process.
  • Works with Operations to design and implement refresher training for current certified agents.
  • Recommends corrective services within client limits to improve training curriculum

PROCESS IMPROVEMENT

  • Recommend corrective services within client limits to adjust to customer complaints
  • Work with Operations and Workforce Manager in scheduling and running refresher and training courses for Operations and Support Teams
  • Notes all situations that arise that are outside of established guidelines or § parameters and evaluates such situations for impact on present guidelines
  • Evaluates management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction
  • Recommends new or modifications to existing procedures to ensure
    Continuous Process Improvement
    (CPI).

STAFF MANAGEMENT

  • Ensures that the Training Team meet productivity standards
  • Issues oral and written instructions to Trainers and other staff regarding products
  • Creates incentives for all staff in conjunction with meeting performance measurements
  • Institutes development plan that ensures the growth and movement of staff
  • Recommends and applies corrective measures for staff members who do not meet minimum performance metrics
  • Monitors key performance indicators within and across teams to assure that standards are met across the board
  • Works with trainers to resolve grievances
  • Collates and responds to personnel issues (e.g. Payroll, HR, IT etc.) as reported by the Training Team
  • Escalates personnel issues beyond your level of authority to the Operations Manager
  • Incorporates personal observations and documented critical incidents in coaching sessions to further improve trainer performance
  • Interview and staff training team
  • Meets with trainers at least once a week to discuss issues and share best practices

Reports to:
Senior Training Manager

Education and/or experience

  • College Graduate, preferably with a degree in Management, Marketing, or Psychology
  • Two (2) years working experience in the Training Department as a Training Supervisor in a call center environment with Banking and Financial Services background

Work Location / Setup

  • Libis, Quezon City
  • Onsite

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