Roles & Responsibilities- Provide an overview of performance of Training team on bi-weekly basis- Oversee performance of the trainers, performance of new hire on-boarding, and reporting to Customer Training Team- Develop proactive training strategies to improve quality metrics of the agents- Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy- Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner- Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations- Discuss/review with Customer trainers on class observation process- Ensure adherence of Training Team Key Performance Indicators- Attend all Train the Trainers and training related meetings with Customer training team- Attend and participate on Global Quality Calibration Session- Attend Weekly Business Reviews, and Monthly Business Reviews- Support the planning, scheduling, and coordination of all required training for their sites- Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.- Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology- Ensure complete, accurate and timely data collection and communication by trainers- Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans- Monitor new hire knowledge before and after training to help determine follow up training required Mandatory Skills- 4+ years of experience in a training leadership role in an Operations environment, previous min. 3+ years of experience in a training delivery role, preferably in an international environment- Good knowledge of Quality/Process Improvement techniques- High level of energy, drive, enthusiasm, initiative and commitment- Excellent communication, consulting, influencing and interpersonal skills.- Proven track record of collaborating with cross-functional groups to produce results- Passion for ensuring a world class support experience for our community- Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams Qualifications- Must be graduate of any field- Work in the same industry and has relevant experience of at least 3-4 years**Salary**: Php42,000.00 - Php66,000.00 per month**Benefits**:- Paid trainingSchedule:- Shift systemSupplemental Pay:- 13th month salaryAbility to commute/relocate:- Cebu City, Cebu: Reliably commute or planning to relocate before starting work (required)**Experience**:- assistant training manager experience in a BPO setup: 3 years (preferred)
