Learning & Development Lead: Contact Center Training

Foundever; Cebu City; On-site; PHP 350,000 - 600,000; Full time

Job summary

Foundever in Cebu City is seeking an experienced Training Manager to oversee adult learning programs at a contact center site. You will design, implement, and evaluate training experiences that raise performance and service quality.

You will hire, train, and supervise a team of trainers, partner with Coaches and Operations Managers, and lead initiatives in continuous process improvement to meet evolving business needs.

Qualifications

• At least 2-3 years’ experience in the role.
• Preferably with telco experience.
• Experience with customer service channels (phone, e-mail, chat) and English communications.
• Experience in Training Program Implementation.
• Understanding of standards and process documentation.
• Ample experience in adult learning and continuous process improvement.
• Strong conceptualization and planning skills.
• Leadership and people management experience.

Responsibilities

• Develops/implements training programs for contact center personnel, including management development programs.
• Hires, trains and supervises a staff of trainers.
• Develops evaluation/validation instruments to assess training effectiveness.
• Identifies skill and knowledge requirements for sites/accounts through data analysis.
• Designs learning strategies in partnership with Coaches and Operations Managers.
• Conducts the most complex training classes.
• Develops standards for monitoring agents.
• Ensures feedback programs provide guidance to improve performance.
• Conducts train-the-facilitator sessions to keep trainers effective.

Skills

Staff supervision

Customer service knowledge

Adult learning

Analytical skills

Leadership

People management

Decision making

Problem solving

Job description

Foundever in Cebu City is seeking an experienced Training Manager to oversee adult learning programs at a contact center site. You will design, implement, and evaluate training experiences that raise performance and service quality.

You will hire, train, and supervise a team of trainers, partner with Coaches and Operations Managers, and lead initiatives in continuous process improvement to meet evolving business needs.