Training Manager

3 days ago

Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Qualifications:

  • Minimum requirement of 10 years in the training function with excellent knowledge of contact center and customer service operations – at least 3-5 as a Training Manager
  • Candidate must possess at least a Bachelor College degree any field
  • Excellent Interpersonal skills
  • Excellent English communication and writing skills
  • Excellent facilitation skills
  • Should have an eye for detail
  • Coaching and feedback skills
  • Should possess an eagerness to learn on the job
  • Excellent knowledge of MS Office
  • Knowledge in Reporting Tools Financial Snapshots

Job Description:

· Over 10 years of experience managing process training for a customer service contact center – New Hire Trainings and Training Initiatives for the existing employees

· To be able to work on the ground, with ground level staff and the trainers, managing basic stuff in the classroom and OJTs, drive call simulations, knowledge assessments and retentions activities

· Driving BAU practices, conducting regular assessments, drive process updates completions, drive process accuracy by liaison with operations and quality team

· Training logistics with facility, WFM, Ops and all other functions

· Should be knowledgeable on the business/process in customer experience area.

· Should have excellent communication skills and be able to interact with internal stakeholders and clients

· Should have analytical ability and ability to understand the business impact of nos. Should be able to manage multiple teams and multiple locations by providing KPI and driving it

· In depth understanding of training metrics and impact to business metric. In depth understanding of TNI/ TNA process and ability to make recommendations for process improvements

· Liaise with stakeholders to identify process improvement projects and launch it end to end with collaboration

· Create value for the team by acting as a consultant for operations and identifying process improvement and quality related initiatives

· Be well versed in analysing data and suggesting measures towards improving revenue generation for the function

· Maintain vertical hygiene and compliances by ensuring reports, data and documents are in place

· Promote standardization by creating SOPs across training – Standardization.

· Promote behavioural training programs and promote the programs in order to ensure maximum participation

· Should have worked on various training methodologies and have knowledge on Instructional designing

· Should have done Market Research & analysis on training models and know what is happening in the training industry

· Should have worked on Innovative projects on digital transformation for training Knowledge of various digital tools & Instructional designing mandatory

· Work with the Vertical leads in providing inputs on development areas for projects initiated.

· Provide real time support to teams working on projects.

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