Assistant Manager - Training

Risewave Consulting Inc.; Quezon City; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading BPO firm in Metro Manila is seeking a Training Specialist to drive improvements in training programs and metrics. The candidate must have 3-5 years of experience in BPO training, and be amenable to work onsite. Responsibilities include assessing training needs, delivering onboarding, and managing training records. Ideal candidates should possess experience in General Insurance or Property and Casualty.

Qualifications

• 3-5 years of experience in training in a BPO setting.
• Experience in Train the Trainers programs.
• Experience in General Insurance or Property and Casualty.
• Amenable to work onsite.

Responsibilities

• Drive root cause analysis for improvement metrics.
• Assess training and development needs.
• Create and deliver onboarding and skills training.
• Facilitate new hire training for Pre-process batches.

Skills

Training in a BPO setting

Training procedure manuals creation

Evaluation of program effectiveness

Communication skills

Education

Completed at least 2nd year of college

Job description

Responsibilities

• Drive root cause analysis, and implement key programs and initiatives to drive improvement of focus metrics such as Sales, CAS, CES, Quality, etc.
• Assess training and development needs through surveys, interviews, focus groups, and communication with managers, instructors, and customer representatives.
• Create, organize, plan, and deliver onboarding, orientation, and skills training for employees.
• Facilitate new hire training for Pre-process batches.
• Create and/or acquire training procedure manuals, guides, and course materials.
• Maintain records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
• Evaluate program effectiveness through assessments, surveys, and feedback.
• Manage focus metrics through Agent/Team Leader Skill Mapping and development front-end skill management initiatives, including coaching and training.

Qualifications

• 3-5 years of experience in training in a BPO setting.
• Amenable to work onsite at our Worldwide Iloilo City location.
• Completed at least 2nd year of college.
• Experience in Train the Trainers programs.
• Experience in both process training and foundation skills/communication training.
• Must have experience in General Insurance or Property and Casualty; Insurance accounts / Insurance sales and customer service accounts.