Director, Learning & Development

TeleTech Holdings, Inc.; Cainta; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

TTEC is seeking a Director of Learning & Development to lead blended training programs onsite at the Cainta site, guiding a team of training managers and specialists.

You will coordinate with external clients to align on training needs and results, and report to the VP of Learning & Development. This role supports global operations within a world-class team of professionals.

Qualifications

• 10+ years of Training Management experience in At Home, Virtual Call Center, or brick-and-mortar environments.
• Knowledge of adult learning and applying effective training principles.
• Leadership in defining and overseeing structured training programs.
• Ability to identify and resolve training problems, with follow-through.
• Strong project management and multi-tasking under deadlines.

Responsibilities

• Coordinate, communicate, launch, and execute blended learning training programs.
• Conceptualize and implement curricula for sustained business growth.
• Provide coaching and support to training managers and specialists.
• Communicate with external clients to align on training needs and results.
• Manage training department staff and evaluate trainer performance.
• Collaborate with other departments and the Global Leadership Development team.

Tools

MS Office

Oracle

Kronos

Tandberg/Zoom

Job description

Job Description - Director, Learning & Development (04DXY)

Your potential has a place here with TTEC’s award-winning employment experience. As a Director, Learning & Development working onsite in Cainta site, you’ll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the Philippines says it all!

What you’ll be doing:

Looking for an opportunity to focus on the coordination, communication, launch, and execution of blended learning training programs? You’ll conceptualize and successfully implement curricula for sustained business growth. You’ll provide coaching, motivation, and support to enhance the engagement and success of their team of training managers and specialists in attaining targets and goals. Additionally, you’ll communicates with external clients to align on training needs and results.

You’ll report to VP of Learning & Development and will be a key part of this team with impacting our global operation as part of a world class team of professionals.

During a Typical Day, You’ll

• Experience in Training Optimization: Demonstrated success in optimizing training curricula, streamlining learning processes, and improving operational efficiency while reducing training-related costs. Proven ability to enhance training quality, learner performance, and business outcomes through continuous improvement and data-driven decision-making.
• Define, plans and assign all tasks associated with the implementation of all client-specific training programs.
• Serves as the POC for all training related issues and programs for the client/account.
• Works with other TTEC Departments to plan for Learning Delivery’s role in successful program launches.
• Collaborates with the Program Manager of Global Leadership Development to enhance skills training for Agents, Supervisors, and Trainers, from identifying needs to ensuring delivery.
• Monitors training attrition and partners with Human Capital Delivery and Recruiting to determine root cause analysis and develop proactive measures to reduce training attrition.
• Manages training department and staff by assigning tasks, reviewing materials and presentation skills, and evaluating trainer performance.
• Collaborate with external clients to align on training needs and results.

What You Bring to the Role

• 10+ years of Training Management experience, with a proven track record within the At Home, Virtual Call Center, or brick-and-mortar environments.
• Knowledge of adult learning, assuring the application of effective training principles.
• Leadership skills in defining and overseeing the execution of structured training programs.
• Ability to identify, trouble shoot and resolve training problems including follow through.
• Strong project management skills and the ability to multi-task effectively under considerable pressure of deadlines and quality.
• Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos, Tandberg/Zoom or ability to learn technology quickly

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit https://mybenefits.ttec.com/ for more information.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantages points and for you to bring value to the table in your own unique way.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista points and allows every individual to bring value to the table in their own unique way.