Training and Operations Support Lead

6 days ago

Taguig, National Capital Region, Philippines Globe Telecom Full time

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

  • Deliver technical and customer service training
  • Run pop-up reinforcements for SVs/CFS i.e. BITES Express
  • Manage toolkits and job aids i.e. BITES
  • Track daily NPS loopbacks and performance metrics
  • Other CFS Ops needs i.e. CFS uniforms

Duties And Responsibilities
Training Strategy & Management

  • Develop and implement training strategies aligned with broadband business objectives.
  • Analyze training needs across broadband operations, including sales, support, and field teams. (Training Needs Analysis)
  • Design, plan, and manage the execution of training programs (onboarding, upskilling, product updates, tools, and systems).
  • Lead trainers of GSP in so far as DOLE 176 will allow, ensuring high-quality program delivery.

Program Development & Delivery

  • Collaborate with Product, Marketing, Technical, and Customer Experience teams to ensure content accuracy and relevance.
  • Create and update training materials, manuals, e-learning modules, and assessment tools.
  • Facilitate in-person and virtual training sessions for new hires and CFS existing staff.
  • Implement train-the-trainer programs as needed.

Performance Monitoring & Continuous Improvement

  • Track training effectiveness through post-training assessments, feedback surveys, and performance metrics (e.g., First Time Right, NPS, Repeat Repair and other success rates).
  • Identify gaps in knowledge or performance and initiate targeted interventions.
  • Continuously improve training processes based on learner feedback, operational data, and evolving business needs.

Stakeholder Engagement

  • Work closely with operations leaders and QA to align training with business goals and performance standards.
  • Provide regular reports and insights on training ROI and employee development to leadership.

Compliance & Quality Assurance

  • Ensure all training programs adhere to company policies, data privacy laws, and industry standards.
  • Support audits and internal reviews by maintaining accurate and up-to-date training records.

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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