BPO Training Manager / Learning Manager - Cebu Site

Foundever®; Cebu City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Foundever Cebu site is seeking a Training & Development Lead to design and manage learning experiences for adult learners on site. You will hire, train and supervise a team of trainers and deliver programs for contact center staff.

You will develop evaluation instruments, analyze data to identify needs, partner with coaches and operations managers, and drive training module enhancements while maintaining effective feedback for agents. Strong communication and project management are essential.

Qualifications

• 3-5 years in role experience as a training and development practitioner.
• Experience coaching, mentoring and developing others in a complex, fast-paced environment.
• Solid understanding of training processes for adult learners.

Responsibilities

• Manages training programs and learning experiences for adult learners on site.
• Hires, trains and supervises a staff of trainers.
• Develops and implements training for contact center personnel, including management development.
• Develops evaluation tools to assess organizational needs and program effectiveness.
• Identifies skill requirements for sites through data analysis.
• Designs learning strategies in partnership with coaches and operations managers.
• Conducts advanced training classes.
• Develops standards to monitor agents/representatives.
• Ensures feedback programs guide agents; conducts train-the-trainer sessions.
• Partners with clients on product updates and training materials.
• Creates innovative training solutions to improve site performance.
• Drives module enhancements and learning experiences.

Skills

Training & development

Staff coaching & mentoring

Data analysis

Project management

Communication

Interpersonal skills

Time management

Education

Four-year college degree or equivalent

Tools

Windows

Excel

Word

Email & Internet

Job description

Job Description:

• Manages training programs and learning experiences for adult learners in a site.




• Hires, trains and supervises a staff of trainers.




• Develops/implements training programs for contact center personnel, which may include management development programs.




• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.




• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.




• Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.




• Conducts the most complex training classes.




• Develops standards for monitoring agents/representatives.




• Ensures that feedback programs provide agents with guidance to correct problems. Conducts train-the-facilitator sessions to keep trainers effective.




• Partner with clients on product updates, roll outs, and other developmental materials




• Understand and create innovative and effective training solutions to improve site performance




• Drive training module enhancements, modifications, and learning experiences

Qualifications:

• 3-5 years in role experience with proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.




• Four-year college degree or equivalent directly related work experience.

• Solid understanding of training processes and practices for adult learners.

• Strong understanding of computer basics (Windows, Excel, Word, e-mail and Internet).

• Strong problem-solving skills, research skills and decision-making skills.




• Excellent interpersonal skills. Organization and time management skills.




• Excellent listening and oral/written communication skills.

• Ability to manage projects and deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.

• Good judgment and the ability to express thoughts clearly and simply.




• Ability to report onsite - Cebu Site




• With BPO Telco Account experience is preferred.

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.