Training Supervisor

Transcom is looking for talented individuals like you to join our awesome team Be the next Training Supervisor for our Transcom Pasig site.

Join our Transcom Family as a Training Supervisor

Essential Duties & Responsibilities:

People

● Promote communication and be open to feedback.

● Keep motivation high by adapting the leadership style to individual needs.

● Create an environment conducive to success by promoting and recognizing initiatives.

● Ensure high employee satisfaction and attendance.

● Promote teamwork and cooperation amongst team members and colleagues.

● Lead by example.

● Take full responsibility and the required action on disciplinary procedures.

● Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund.

Performance

● Understand and meet production targets for different clients/projects

● Review and evaluate performance reports.

● Meet production targets for the team.

● Set up individual targets for each CSR and skill level.

● Follow up on production targets for the team, CSR, and skill level.

● Take full responsibility for team results.

● Set priorities, within the TWW standards, in order to maximize own time management. Propose and promote motivational activities.

● Prepare and conduct appraisals.

● Utilize the Coach to identify your successes.

● Schedule Adherence must be reviewed daily to avoid payroll anomalies.

● Employee absenteeism less than 4% on a monthly basis.

● Coaching for success 50 side-by-side coaching/monitoring sessions per week and documented in the Coach.

● Monitoring ACD systems to ensure optimal operating efficiency and

● Administering outbound dialing systems as required (open/close)

Training/Facilitation

●Customize Training Programs: Tailor training programs to meet the needs of different departments, roles, or skill levels within the organization.

● Stay Updated: Keep abreast of product updates, new features, and industry trends to ensure training materials and sessions are current and relevant.

● Provide Hands-On Experience: Organize hands-on workshops or simulations to give trainees practical experience using the product.

● Answer Questions and Provide Support: Address questions and concerns from trainees, providing clarification and assistance as needed.

Collect Feedback: Gather feedback from trainees to identify areas for improvement in the training program or the product itself.

● Collaborate with Product Teams: Work closely with product managers and developers to understand the product roadmap and upcoming changes, incorporating this information into training materials and sessions

● Assess Training Effectiveness: Evaluate the effectiveness of training programs through assessments, surveys, or other methods, adjusting strategies as needed to improve outcomes

● Maintain Training Documentation: Keep training materials and documentation up to date, ensuring easy access for new hires or existing employees seeking

refresher training.

● Support Product Launches: Assist in the launch of new products or updates by providing training and support to internal teams or external partners.

● Travel as Necessary: Depending on the company's needs, product trainers may need to travel to different locations to conduct training sessions or attend relevant events.

● Manage daily communication with class through in-person or Chat tool.

● Explain and reinforce daily goals for course and activity completion.

● Follow-up with Learners that need help with current pace, too fast and too slow.

● Validate coordination and schedules for PAL Connections.

● Conduct Pulse Checks – evaluation of learner progress through a measured role play and practical application scenario.

● Conduct Office Hours – conduct group/social learning sessions in groups to address gaps and opportunities across the whole class or in cohorts

●Connect with Floor Supports on Learner progress

● Analyze performance using reporting and determine where there are gaps or opportunity

● Proficiency in reporting analysis and navigating detailed reports.

● Strong organizational skills with the ability to multitask at ease.

● Expert level coaching skills specific to the behaviors required to perform rep level job responsibilities, i.e.: call handling, division

● Ability to easily pivot from administrative functions to group learning activities

Quality

● Conduct Pulse Checks – evaluation of learner progress through a measured role play and practical application scenario.

● Conduct Office Hours – conduct group/social learning sessions in groups to address gaps and opportunities across the whole class or in cohorts

● Connect with Floor Supports on Learner progress

● Analyze performance using reporting and determine where there are gaps or opportunity

● Proficiency in reporting analysis and navigating detailed reports.

● Strong organizational skills with the ability to multitask at ease.

● Expert level coaching skills specific to the behaviors required to perform rep level job responsibilities, i.e.: call handling, division

● Ability to easily pivot from administrative functions to group learning activities

Quality

● Have a clear understanding of quality expectations for the different clients and projects.

● Set up quality goals for the team, CSR, and skill level to meet and exceed Client and Transcom expectations.

● Be a specialist in quality observation and evaluation.

● Monitor CSR's ensuring that each CSR receives feedback as well as a balanced quality evaluation.

● Monitor with Clients as scheduled.

● Provide continued teaching and coaching in order to reach set goals.

●Follow up on quality goals for the team, CSR, and skill level.

● Spend the appropriate time handling calls, making sales, or handling BO tasks

What we are looking for:

To be successful in this role you must…

Educational Background:

⦁ University degree or equivalent higher qualification

Work Experience:

⦁ Have worked in an operations department

⦁ Have worked with figures and understand basic mathematics needed for reporting, analysis, and differentiation purposes.

⦁ Have worked in a performance driven environment

⦁ Have lead a team of people

Skills Requirements:

⦁ Manage your time effectively and be focused on setting clear objectives and priorities.

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom's Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like

At Transcom, we're relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.