Training Supervisor

10 hours ago

Cagayan de Oro, Northern Mindanao, Philippines Qualfon Full time ₱30,000 - ₱45,000 per year

Job Title: SUPERVISOR, TRAINING

Work set-up: Onsite (CDO)

Job Summary

Main objectives and duties:

1. Development of training evaluation tools and/or documents

  • Reviews, develops/modifies, and implements standard training materials including presentations, handouts, manuals, monitoring/evaluation tool and other resource materials.
  • Assists the training manager in establishing training KPI.
  • Monitors and advises on training management system.
  • Performs and publishes data and reports related to account performance against set indicators.

2. Staff Performance Monitoring and Development

  • Initiates performance improvement schemes and enhances the skill of training team by conducting trainings, staff monitoring, coaching and counseling.
  • Reviews t trainers' output to ensure data integrity.
  • Manages staff attendance.
  • Delegates training tasks.

3. Training Needs Identification

  • Reviews and provides resolution on challenges encountered during training and nesting.
  • Coordinates with the QA Coordinator to gather information regarding unsatisfactory customer service or call handling practices.
  • Identifies best practices in developing and educating agents and coordinates with the training manager for the consistent deployment of best practices.
  • Develops a library for both technical and soft skills training modules and curriculums.
  • Manages appropriate resources to address training needs.

4. Training Logistics

  • Ensures that training supervisors manages the distribution, use and tracking of all training materials in the center.

5. Performance Report Generation

  • Consolidate special skills and training reports and updates the training manager.
  • Reviews post training evaluations and coordinates with the team to resolve all issues reflected in them.
  • Submits all reports that may be required by the training manager and operations manager in a timely manner.

6. Planning and Scheduling

  • Develops a calendar that details the type of training offered and delivered.
  • Maintains a place that is conducive to learning.
  • Plans ahead the trainings through the utilization of training calendar.
  • Coordinates with other department or business owners for the trainings to be conducted and its matrix.

Qualifications:

  • College Graduate of any course with at least 2-4 years management and training experience within contact center
  • Ability to use company resources/technology in a cost-effective manner
  • Experience on navigating LMS and developing learning modules

Job Type: Full-time

Pay: Php30, Php45,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion

Work Location: In person

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