Training Supervisor

3 days ago

Mandaluyong City, National Capital Region, Philippines SSG Full time ₱900,000 - ₱1,200,000 per year

This role ensures training delivery is consistent, effective, and aligned with both client expectations and internal quality standards. The Training Supervisor partners closely with operations, quality, and client stakeholders to drive readiness, performance, and continuous improvement within the training function.

Key Responsibilities

Training Oversight & Operations


• Supervise daily activities of SSG trainers, ensuring effective delivery of new hire, upskill, and cross-training programs.


• Monitor training attendance, pacing, and completion, ensuring training timelines meet client and business requirements.


• Ensure smooth handoff of trained classes to operations and monitor early performance trends.

Performance Management


• Conduct side-by-side observation and evaluation of trainer performance.


• Provide coaching, feedback, and development plans to trainers to strengthen delivery and facilitation skills.


• Track and report trainer and class performance metrics (e.g., certification rates, survey results, nesting outcomes).

Content & Readiness


• Ensure training materials, job aids, and guides are updated, accurate, and aligned with client/program requirements.


• Partner with Quality, SMEs, and client stakeholders to integrate process updates into training.


• Support knowledge management initiatives by maintaining repositories of updated resources.

Team Leadership & Development


• Mentor and support SSG trainers in building credibility, classroom management, and stakeholder engagement.


• Conduct regular calibration, touchpoints, and best-practice sharing sessions with the training team.


• Foster a positive, collaborative, and accountable training culture.

Stakeholder Collaboration


• Serve as point of contact between trainers, operations, quality, and client representatives regarding training needs.


• Present training updates, trends, and improvement recommendations to leadership.


• Coordinate readiness planning for new launches, curriculum updates, and seasonal ramp-ups

Why Join Us?

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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