Senior Training Manager

3 hours ago

Cebu City, Central Visayas, Philippines Nezda Global Full time

Key Responsibilities:

  • Lead and manage customer service and sales training programs to improve operational performance and meet SLA targets.
  • Conduct performance appraisals, reviews, and mentoring for Trainers and Training Leads.
  • Identify training needs, coordinate re-training/cross-training, and ensure knowledge transfer during process transitions.
  • Monitor day-to-day work, conduct audits, and ensure compliance with SOPs and client requirements.
  • Collaborate with HR/TA for recruitment of trainers and SMEs as needed.
  • Develop dashboards, reports, and track performance metrics (CSAT, VOC, production KPIs).
  • Plan and execute leadership, behavioral, and skill development programs.
  • Participate in client calls, business reviews, and management meetings to align training initiatives with operational goals.
  • Drive knowledge management and certification programs for Trainers and SMEs.

Must-Have Qualifications:

  • 5+ years in a BPO setting with Training & Development focus.
  • 3+ years in a leadership role within training (Manager, Supervisor, Lead).
  • Proven experience managing Customer Service training programs with measurable impact (CSAT, VOC, etc.).
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Strong understanding of Knowledge Management and Quality Assurance processes.
  • Excellent verbal and written communication, presentation, and people management skills.

Good-to-Have:

  • Exposure to Retail, Sales, and Conversion domains.
  • Familiarity with AI tools in training or L&D.
  • Client relationship management experience.

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