Assistant Manager - Voice & Accent Training

Private Advertiser; Pasig; On-site; PHP 500,000 - 900,000; Full time

Benefits offered by this job

Onsite Bridgetowne

Shifting schedule

Job summary

Private Advertiser is seeking an experienced Assistant Manager - Voice & Accent Training to drive communication excellence across the program. You will lead training initiatives, provide floor support, and collaborate with Operations and Quality to close gaps in Spoken and Written English.

The role requires at least 2 years in Voice & Accent Training, strong facilitation and leadership skills, and willingness to work 100% onsite at Bridgetowne with a shifting schedule.

Qualifications

• Minimum 2 years of Voice & Accent Training experience.
• College graduate from any course.
• Proven ability in training facilitation and team leadership.
• Excellent spoken and written English.
• Experience interpreting NPS, CSAT, quality and operational data.
• Willing to work 100% onsite at Bridgetowne with shifting schedule.

Responsibilities

• Lead and facilitate Training programs in Communication, Cultural, Soft Skills, and Voice & Accent.
• Drive improvements in Spoken and Written English across channels.
• Develop and deliver training modules based on business needs.
• Conduct TNA/TNI to determine learning interventions.
• Provide floor support and coaching to ensure timely delivery.
• Lead and manage teams supporting training functions.
• Partner with Operations and Quality to identify trends and training solutions.

Skills

Voice & Accent Training

Communication

Soft Skills

Training Facilitation

Team Leadership

English Proficiency

Analytical Skills

Presentation & Coaching

TNA/TNI

Education

College Graduate

Job description

JOB DESCRIPTION

We are looking for an experienced Assistant Manager - Voice & Accent Training who will be responsible for driving communication excellence, Voice & Accent standards, and cultural alignment across the program.

The successful candidate will lead training initiatives, provide floor support, and work closely with operations and quality teams to identify and address communication gaps.

KEY RESPONSIBILITIES

• Lead and facilitate Communication, Cultural, Soft Skills, and Voice & Accent (V&A) Training programs.

• Drive continuous improvement in Spoken and Written English Communication across Voice, Chat, Email, and Floor Support.

• Develop and deliver training modules based on identified process and business requirements.

• Conduct Training Needs Analysis (TNA) and Training Needs Identification (TNI) to determine appropriate learning interventions.

• Conduct New Hire Training covering Spoken and Written Communication, Customer Service, and Cultural Alignment for pre-process batches.

• Use NPS, CSAT, quality results, and other performance data to identify communication and training gaps.

• Conduct quality analysis and implement targeted floor interventions to improve communication performance.

• Provide ongoing floor support and coaching to ensure timely and quality delivery.

• Lead and manage teams supporting Communication and Voice & Accent Training functions.

• Partner with Operations and Quality teams to identify trends and implement appropriate training solutions.

QUALIFICATIONS

• At least 2 years of experience in Voice & Accent Training.

• College Graduate of any course.

• Proven experience in Communication, Cultural, Soft Skills, and Voice & Accent Training.

• Strong experience in both training facilitation and team leadership.

• Highly proficient in spoken and written English.

• Strong analytical skills with the ability to interpret NPS, CSAT, quality, and operational data.

• Excellent presentation, facilitation, coaching, and communication skills.

• Experience in conducting TNA/TNI and designing training modules based on business needs.

• Willing to work 100% onsite at Bridgetowne.

• Willing to work on a shifting schedule.

WHY JOIN US?

• Opportunity to lead communication and training initiatives in a dynamic BPO environment

• Career growth opportunities in Training and Learning & Development

• Exposure to cross-functional collaboration with Operations and Quality teams

• Opportunity to make a direct impact on communication quality and customer experience