
Training Supervisor
2 days ago
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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